Client Services Specialist - National Air Traffic Services

Why this job matters

The purpose of the Client Service Professional role is to support the strategic direction alongside the account team, facilitating communication and problem-solving with relevant stakeholders.

You will play a vital role in service reviews, gathering invaluable insights into current issues and business direction to inform service management decisions. Additionally, you will be accountable for mapping escalated scenarios, coordinating efforts across BT teams to ensure timely resolution, and maintaining strong customer relationships through effective communication and problem-solving skills.

The successful candidate will already hold a current valid government security clearance to SC Level.

What you’ll be doing

•    Engage with relevant stakeholders, to understand their needs, address concerns, and ensure alignment with BT's service offerings. Effectively communicate with customers to develop virtual relationships, supporting them and maintaining excellent customer rapport through proactive communication and problem-solving.
•    Take ownership of escalated scenarios, mapping their current status and engaging responsible teams to ensure contractual outcomes for the services provided, while adhering to BT's Standard Delivery and Service Models.
•    Work closely with various teams within BT to coordinate efforts and resolve customer issues efficiently, ensuring BT operates as a high-functioning customer support team. Collaborate with the account team and senior colleagues on the account to support strategic initiatives, providing valuable insights and assistance in aligning service delivery with customer objectives.
•    Adhere to ITIL 4 standards and processes, demonstrating solid time management skills, initiative in addressing difficult scenarios, and actively contributing to process development and improvement initiatives.
•    Monitor customer KPIs (Key Performance Indicators) and experiences, identifying situations affecting them, and engaging relevant stakeholders to provide solutions that meet customer needs and drive positive outcomes.

The skills you’ll need

What we would like to see on your CV

•    Demonstrable stakeholder management and customer relationship building experience. Excellent communication skills, both written and verbal, to facilitate effective communication with customers, internal teams and stakeholders, conveying complex information clearly and concisely.
•    Understanding of ITIL 4 standards and processes, including incident management, problem management, and service improvement, to adhere to best practices and ensure compliance with BT's Standard Delivery and Service Models.
•    Excellent problem-solving skills to address customer concerns and resolve escalated scenarios efficiently, collaborating with relevant teams to ensure timely resolution while adhering to service level agreements.
•    Analytical mindset to monitor and analyse customer Key Performance Indicators (KPIs) and experiences, identifying trends, patterns, and areas for improvement to drive positive outcomes and enhance customer satisfaction.
•    Experience of project management methodologies (PMP, Prince 2 or Agile), quality improvement methodologies such (Six Sigma or Lean) and customer experience metrics such as NPS (Net Promoter Score), would be beneficial.

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

•    10% on target annual bonus 
•    BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
•    X4 Salary Life Assurance
•    Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
•    25 days annual leave (not including bank holidays), increasing with service
•    From January 2025, equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
•    Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
•    24/7 private virtual GP appointments for UK colleagues
•    2 weeks paid carer’s leave 
•    World-class training and development opportunities
•    Discounted broadband, mobile and TV package
•    Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week. This role will also require a monthly visit to the customer site.