Why this job matters
The Customer Service Professional supports customers across all channels, delivering customer value and success through support excellence and expertise regarding the BT Group's solution portfolio.
What You'll Be Doing
1 - Supports the implementation of specific customer service management plans, ensuring customer value realisation, retention and renewals.
2 - Monitors and supports the reporting of customer service metrics, including escalations, resolutions, health indicators, and renewal dates in alignment with BT Group standards.
3 - Supports and participates in building value-based relationships with customers to optimise customer service whilst leveraging the BT Group's resource pool.
- Executes a range of customer, operational, project and service activities within the Customer Service team and other related teams, within guidelines and policies.
- Supports in the implementation of ways to improve working processes within the area of customer service responsibility.
The Skills You'll Need
Complaint Management
Communication
Issue Diagnosis
Continuous Improvement
Issue Resolution
Problem Solving
Customer Experience
Commercial Acumen
Time Management
Customer Relationship Management
Feedback Management
Technical Support
Decision Making
Business Process Improvement
Growth Mindset
Stakeholder Management
Conflict Resolution
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.
