Managed Enquiries Advisor

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Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

**About this role**

We have an exciting opportunity in Stockport as a Managed Enquires Advisor.

You will be part of an important shared service team within BT Group, responsible for complex enquiry management for our Business 2 Business customers whilst providing excellent customer service.

As a member of the Managed Enquiries Team within Group Customer Billing & Assurance, your responsibilities include investigating and resolving issues that affect cash collection, customer billing, data integrity and customer satisfaction.

Enquiry resolution is key, cases can be complex, however you will relish in owning customer disputes end to end until the issue is resolved and the customer is happy with the outcome & willing to settle the outstanding balance.

You will be liaising and linking in with stakeholders and other teams to resolve disputes, such as our finance, order, sales and collections teams. Your strong communication skills will ensure that we engage the right people at the right time.

Organisation is a must for you. Accurate records need to be kept whilst you are working to resolve issues for our customers. You will do this by understanding the problem and keeping customers and stakeholders up to date, building relationships and instilling trust as you go.

The job you do will be important to you and our customers. You will provide a customer seamless customer journey and will take pride in resolving disputes for them.

**You'll have the following responsibilities**
- You will be targeted against KPI’s pertinent to the team. Quality will be measured though checks completed on telephone calls with customers, enquiries resolved through manager checks and Medallia surveys completed by your customers.
- Taking the necessary steps to ensure dispute and resolution against cases assigned to you whilst maintaining a brilliant customer experience.
- Ensuring that high standards are achieved and maintained within the team through driving best practice behaviours and coaching/feedback.
- Pro-actively planning customer calls ensuring the call is effective, covers all appropriate debts/enquiries and that full or part payment is received.
- Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales.
- Act as a single point of contact and identify ‘root causes’ and work with necessary teams/units and stakeholders to resolve future occurrences.
- Ensuring promises made to the customer are kept, with proactive contact where failure is anticipated.
- Escalating where delays are being experienced in resolving customer issues which could result in late payment of invoices/impact customer experience.
- Meeting set targets for enquiry resolution, productivity, quality, and customer experience.
- Protecting and developing customer loyalty through the provision of an excellent Billing service to our customers.
- Ensuring all communication with our customers is clear and concise and portrays BT in a positive and professional image at all times.
- Providing cover for colleagues during periods of absence to ensure that key tasks are covered
- Co-ordinating requests for credits, debits and/or orders to be raised on appropriate ‘live’ accounts.
- Attending conference calls/meetings/1:1’s/forums when/where required
- Supporting your colleagues, Line Manager and the wider Group Customer Billing & Assurance teams.

**You'll have the following skills & experience**
- Background and experience in Customer experience/service, most preferably enquiry handling
- **E**xperience in managing key stakeholder relationships across operational and virtual teams
- Excellent organisational skills, highly motivated with the ability to prioritise, manage and collaborate with the wider virtual team to ensure that customer issues are successfully executed and brought to closure with all outstanding balances settled
- Excellent Customer relationship skills including strong communication, rapport building, with strong written and verbal competency.
- Effective negotiation, influencing and problem solving skills and the ability to manage conflict well.
- Confident decision maker, able to consistently display tact and diplomacy with the ability to reasonably defend decisions where required.
- Hard working, re