Job Description
Job Title
Digital Voice Advisor
Req ID
64273
Job Function
BT contact centres
Posting Start Date
04/11/2026
Division
UK Business
Job Location
GBR Glasgow - Alexndr Bain Hse
Advertised Salary
32,082.00
Location
Glasgow
Grade
TMSV3
Start date
5th January 2027
Working Hours
Please note that this position is a full-time role only, and part-time hours are not available.
About the role
We're looking for a confident and customer-focused Customer Success Agent to take ownership of business customer journeys dealing with products such as, but not limited to, Broadband, BTnet and Digital Voice.
You'll support customers from order through activation and Early Life, handle inbound queries, resolve issues and complaints, validate first bills and work with specialist teams to keep cases moving through to resolution.
Key requirements
- Strong customer service skills, with clear, empathetic communication and effective expectation management.
- Confidence in taking end-to-end ownership of customer cases, including escalations and complaint resolution.
- Ability to work across multiple systems, prioritise effectively and maintain accurate records.
- A practical approach to resolving service, order and Early Life issues, with a focus on First Contact Resolution.
- Ability to explain technical information clearly and identify suitable opportunities that add value for customers.
- Willingness to learn new products, processes and systems quickly; knowledge of BT networks or order journeys would be advantageous.
If you're proactive, accountable and passionate about delivering a straightforward, reassuring customer experience, we'd like to hear from you.
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Digital Voice Advisor in Glasgow employer: BT Plc.
BT Group is an exceptional employer, offering a dynamic work environment in vibrant cities like Birmingham, Bristol, and London. With a strong focus on employee growth, flexible working arrangements, and a comprehensive benefits package, including private healthcare and generous parental leave, BT fosters a culture of collaboration and innovation. As a Senior Manager in Pricing & Regulatory, you'll have the opportunity to lead impactful initiatives while being supported by a diverse team dedicated to customer fairness and commercial success.
