1st Line Customer Service Specialist

3 weeks ago

Hatfield, United Kingdom BT Full time

1st Line Customer Service Specialist

**Job Req ID**:17280**Posting Date**:12 Jun 2023**Function**:Customer Service**Location**:Hatfield Business Park, Hatfield, United Kingdom**Salary**:Competitive with benefits**Closing Date**: 22/06/2023
- **Location**:Hatfield**Working Hours**: Part time 10am
- 2:30pm (Flexible)**Why Business?**
Our aim is to create a world-class BT Business unit that delivers long-term value for our customers, colleagues, partners, investors, and other stakeholders, both in the UK and internationally, across the full range of business segments from small enterprises to governments and multinational companies. This includes:

- Driving full integration of channels and products to best serve our business, government, and wholesale customers in the UK and internationally.
- Investing strategically in present and future needs of customers, aligned behind common digital, network and security platforms.
- Accelerating our transformation plans and delivery of next generation products and services, making it easier for customers to do business with BT and for BT to transact more profitably with customers; and continuing to invest in the skills, technology and partnerships required to return to growth and become the leading provider of secure multi-cloud connectivity.

**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:

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**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 skills and experience we would 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 include**
- 22 days annual leave (plus bank holidays)
- Generous Pension Scheme
- BT Share Plan
- Discounted BT products including TV, Broadband and Mobile

**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. As Philip Jansen, our CEO, says ‘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

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