Customer Service

BT Group

About the job
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.

Executes and delivers work often covered by existing procedures in order to achieve objectives and the vision of the Customer Service team.
Assists in the implementation of continuous improvement opportunities to improve the customer service team processes.

The Skills You’ll Need

Complaint Management

Time Management

Customer Relationship Management

Escalation Management

Technical Support

Decision Making

Growth Mindset

Stakeholder Management

Inclusive Leadership

Our leadership standards

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.

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