Customer Service Advisor - Exeter, United Kingdom - BT

BT
BT
Verified Company
Exeter, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Advanced Warning of scheduled maintenance

Customer Service Advisor


Job Req ID:20067
Posting Date:24 Jul 2023
Function:Service
Location:Exeter (R620), Exeter, United Kingdom
Salary:£27,500 + Benefits- Why this role matters?

The primary function of the Customer Service Analyst is the handling of incoming contacts and service requests via telephone, My IT and LiveChat, ensuring that all incidents and requests are logged, triaged, diagnosed and / or processed so that they are dealt with in accordance with contractual SLAs.

A high level of detail and accuracy is required.

To appropriately fulfil or field all requests that come through to the CSD with an aim to resolve at least 55% of contacts within the first contact.


  • Providing first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace, along with the first line support support for Dorset Police and WAN support for Avon & Somerset, Dorset and Wiltshire Police Forces.


As the first point of contact for the customer base this job is hugely important and forms the basis of the impression that the customer will have of BT.


You'll have the following responsibilities:


  • To provide technical first line support and resolve incoming contacts upon the first contact in excess of 55%
  • Maintain the necessary skills to support customer to provide first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace
  • Ensure that reported faults and service requests are responded to in line with SLAs
  • Effective management of 3rd party suppliers / resolvers to ensure optimal performance in line with associated SLAs
  • Provide an effective, professional response and solution(s) to reported incidents / requests
  • Maintain relationships with contractual service providers and internal IT resolver groups
  • Restore normal service to the user as quickly as possible

You'll have the following skills and experience:

  • Good interpersonal skills, polite telephone manner, effective communicator at all levels
  • Effective listening skills and excellent attention to detail
  • Able to use own initiative and selfmotivated
  • Good organisational skills
  • Work well under pressure, good time manager, good team worker, ability to multitask
  • Remain professional, tenacious and persevering in all situations
  • Knowledge and appreciation for customer environment and challenges would be advantageous

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.


Benefits of working for BT include:

  • 22 days annual leave (plus bank holidays)
  • Generous pension scheme
  • BT Share Plan
  • Discounted BT products including TV, Broadband and Mobile
  • Huge range of flexible benefits including cycle to work, childcare vouchers, healthcare, season ticket loan
  • With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
  • We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new startups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.
  • We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
  • As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multiskilled team that makes a significant impact to society.
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