Business Customer Service Representative (Glasgow Contact Centre, Glasgow, United Kingdom)

Business Customer Service Representative (Glasgow Contact Centre, Glasgow, United Kingdom)

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers – those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why is this job important

The Total Resource and On-Site Customer Representative team provides offers a bespoke 1st & 2nd line support function to our most valuable managed contract customer base. The primary goal is to deliver best in-class, tailored support to all BT/EE Managed Business Customers. The role holder is integral to the end to end delivery of all EE service propositions through from managing the communication and approach for incidents, service introduction and order and inventory management. On a contractual basis the Total Resource and On-Site Customer Representative team will lead the service and billing review meetings with the customer.

The Total Resource and On-Site customer team will provide a desk or customer site based account service in addition to the fist line service desk, providing support through the lifecycle of resolution management and account support.

Where called upon the Total Resource and On-Site Customer Representative team will operate the customers tool-sets to support the maagment of their mobile infrastrcutue and ensure customer reporting is in a format usable by managed customers.

The Total Resource and On-Site team will be fully available as our customers first point of contact providing professional and knowledgeable response and able to work with all business operations support areas across Business and EE. The post holder will ensure all customer affecting issues are managed and communicated correctly including Product Management, Sales, Billing and Account Management up to Regional Director level.

In order to ensure a right first time approach to customer issue management the Total Reseource and On-Site team will engage and direct third party vendors and external suppliers as required, eg. platform changes and procurement and supply.

The Total Resource and On-Site team manage the customer from pre-sales therough set-up, first bill and in-life desk and on-site based account management This will include the initial support on prospect and bid support, usining experience of other customers serviced, highlightingthe advantages of this managed approach to customer satisfaction and retention.

Each Total Resource and On-Site representative will be assigned a portfolio of Business customer contracts to manage, this is to ensure excellent, complete service is delivered.

Role Responsibilities:

• Being able to work on own initiative, in a high pressure customer facing environment, making and advocating decisions made on behalf of EE and BT Business.
• Key to this role is to ensure contractual commitments are met by Business and the customer.
• Be adaptable to change in a fast-paced environment and will endeavour to promote new services and functionally to improve the customers experience
• Proven ability to develop and maintain an effective network of contacts and build relationships at all levels of the organisation and externally with suppliers and partners and customer.
• General awareness of BT Business and EE propositions, including policy/process/procedures
• Good knowledge of EE platforms and their capabilities
• Highly skilled and literate in IT and programmes such as Microsoft Applications, such as Microsoft Excel and PowerPoint
• Excellent communication skills, both written and verbal
• Demonstrate a consistent “Can Do” approach to any task delivering the highest standard of support possible to both internal stakeholders and customers

Skills You'll Need:

• Excellent questioning and diagnostic skills
• Ability to incident manage complex IT and network issues, through to resolution engaging constructively with suppliers and internal partners.
• To set and manage stakeholder expectations including customer and Global and UK account teams
• The role will be responsible for service tickets and ticket management, working with 1st, 2nd & 3rd line Technical
• Support, (and where applicable) utilising network tools and systems to diagnose customer network/provisioning issues.
• Exceptionally high quality KCI (Keeping Customer Informed) processes will be owned by the Total Resource and On-Site representatives, include internal Business and EE stakeholders and the customer – at all levels up to CIO and Director level

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.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

Don’t Meet Every Single Requirement:

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.