Customer Service Support Advisor

Recruiter: Hitanshi Baisoya

Hiring Manager: Amit Gupta

Career Grade: F

 Closing Date: 31st December

Why this job matters 

The Customer Service Advisor 2 assists customers across all channels, delivering customer value and success through support excellence and expertise regarding the BT Group's solution portfolio with some supervision. 

What you’ll be doing 
1.    Assists in the implementation of specific Customer Service management plans under supervision. 
2.    Assists in creating value-based relationships with customers to optimise customer service whilst leveraging the BT Group's resource pool, within guidelines and with some supervision 3. Gathers customer information and performs analysis and understands customer needs to provide customer service insight for the efficient management of customer issues. 
4.    Executes and delivers work often covered by existing procedures in order to achieve objectives and the vision of the Customer Service team. 
5.    Assists in the implementation of continuous improvement opportunities to improve the customer service team processes. 

The skills you’ll need 

Chat/Messaging Exp. preferred 
Complaint Management 
Information Management 
Communication 
Requirements Analysis 
Continuous Improvement 
Issue Resolution 
Problem Solving 
Billing 
Time Management 
Customer Relationship Management 
Escalation Management 
Technical Support 
Decision Making 
Growth Mindset 
Stakeholder Management 
Inclusive Leadership Our leadership standards Looking in: 
Leading inclusively and Safely 
I inspire and build trust through self-awareness, honesty and integrity. Owning outcomes 
I take the right decisions that benefit the broader organisation. Looking out: 
Delivering for the customer 
I execute brilliantly on clear priorities that add value to our customers and the wider business. 
Commercially savvy 
I demonstrate strong commercial focus, bringing an external perspective to decision-making. Looking to the future: 
Growth mindset 
I experiment and identify opportunities for growth for both myself and the organisation. 
Building for the future 
I build diverse future-ready teams where all individuals can be at their best. 
Self help      
   
 
 

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. 

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.  

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.