1st Line Customer Service Specialist

1 month ago

Hatfield, United Kingdom BT Group Full time

1st Line Customer Service Specialist

**Job Req ID**:21894**Posting Date**:24 Aug 2023**Function**:Customer Service**Location**:Hatfield Business Park, Hatfield, United Kingdom**Salary**:Competitive Salary + Benefits**Recruiter: Krystle James**

**Hiring Manager: Rianna Saponaro**

**Career Grade: TM**

**Internal Closing Date: 06/09/23**
Why this job matters

**This role is responsible for responding to first customer contact into the BT OnePhone Customer Services Team. As a customer servicer advisor, you will be responsible to assist customers on multiple channels such as phone, tickets via the self care portal and live chat.**

BT is passionate about ensuring everyone can have an opportunity to build a successful career, to find out more view our YOU CAN video here:

What you'll be doing
- Provide excellent customer service and technical support with the intent of delighting/exceeding customer expectations.
- Use initiative and judgement in identifying when a customer issue should be escalated.
- Provide support for the BT OnePhone network including assisting customers with service requests and incidents, as well as connection to the mobile network.
- Responsible for clearly noting issues and passing these to the second line team when unable to resolve the query within set SLA’s and/or complexity. Keep the customer appraised in a timely manner.
- Own the customer contact when received through the support channels.
- Demonstrate good knowledge of the BT OnePhone product and processes across functions and customer base.
- Build and maintain good relationships across own organisation especially the second line team.
- Proficient in explaining complicated technical issues in a non-technical manner in order to meet the requirements of a wide audience.
- Provide a support service by maintaining and contributing to our customer knowledge base, updating trouble shooting flow diagrams and other knowledge management tools.
- Drive customer retention through customer satisfaction to ensure contracts remain with BT OnePhone.
- Suggests continuous Improvement ideas where process and procedures can be enhanced.
- Adhere to process and procedures including Ofcom and those related to validation and protecting our customer security.
- What we'd like to see on your CV
- Exceptional Customer service skills, with strong stakeholder management.
- Good understanding and working knowledge of mobile technologies.
- Proven competency of IT literacy (Microsoft office).
- Great attention to detail and accuracy ensuring “right first time”
- Excellent communication skills both oral and written.
- Proven track record of analytical and diagnostic skills.
- Proactively builds knowledge capability through the sharing of knowledge, best practice, and expertise with others.
- Clearly communicates ideas, plans and strategies, taking ownership and accountability to deliver what we say.
- Demonstrates complete focus and determination to achieve/exceed KPI’s. Is a self-starter and takes the initiative in situations.
- Benefits
- 22 days annual leave (plus bank holidays)
- Generous Pension Scheme
- BT Share Plan
- Discounted BT products including TV, Broadband and Mobile
- 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 start-ups. 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 multi-skilled team that makes a significant impact to society.**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.**DON'T MEET EVERY SINGLE REQUIREMENT?

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