Service Request Co-ordinator in Chippenham

As a Service Request Co-ordinator, you’ll play a key role in delivering complex service requests that support secure national infrastructure for our Defence customer. You’ll manage requests from end to end, working closely with teams across the business to ensure orders are delivered accurately, on time and to a high standard. You’ll keep customers informed throughout the process, proactively manage risks and take ownership of escalations through to resolution. You’ll also contribute to contract performance and customer satisfaction by looking for opportunities to improve how we work, actively supporting our Continuous Improvement approach. This is a desk-based role within a secure working environment, where you’ll be expected to follow all relevant security processes and protocols. The successful candidate must be willing to undergo Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years.

What you’ll be doing:

• Accountable for timely end to end delivery of Customer Service Requests according to contract specific T&Cs.
• Managing pre-defined, complex, and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines.
• Keeping customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports, to ensure a high level of customer satisfaction.
• Performing proactive jeopardy management and escalations to ensure adherence to customer SLA.
• Identifying customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary.
• Assigning tasks to relevant fulfilment teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks.
• Continuously improve contract specific processes to increase customer satisfaction and profitability.
• Working to agreed operational performance measures, whilst maintaining the appropriate level of product, network & system knowledge for the role.

Essential skills/experience:

• Strong communication skills, with the ability to communicate clearly and confidently with customers and colleagues.
• Good IT literacy, including experience using Microsoft Office and the ability to work confidently across multiple systems.
• Strong attention to detail, with a focus on accuracy, organisation and getting things right first time.

Desirable skills/experience:

• Strong prioritisation and organisational skills, with the ability to manage multiple requests and changing priorities effectively.
• Flexible and collaborative approach, with the ability to work confidently both independently and across different teams.
• Customer-focused and results-driven mindset, with a proactive approach to delivering positive outcomes.
• Experience of managing service requests or working within a service delivery environment, particularly where SLAs and customer expectations need to be managed.
• Continuous improvement mindset, with the ability to identify opportunities to improve processes, service quality and the customer experience.

Our package:

• Access to an online private GP 24/7 for you and your immediate family.
• Market-leading paid carers leave with up to 2 weeks off.
• Equalized maternity, paternity, and adoption leave - 18 weeks' full pay and 8 weeks' half pay.
• Discounted EE and BT products, including mobile and broadband.
• Market leading Pension scheme - 5% from you and 10% from us.
• Holiday purchase scheme.
• You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Company culture:

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive. Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next - simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best. We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.