Job Description
Job Title: Customer Success Agent
Job Function: BT contact centres
Grade: TMSV3 (pre-evaluation)
Job Location: GBR-Manchester-New Bailey
Location: Manchester
Advertised Salary: 32,082
Role: Customer Success Agent
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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Customer Success Agent in Manchester employer: PlusNet
At Plusnet, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Sheffield that fosters personal and professional growth. With competitive salaries, generous benefits including free phone and broadband, and a commitment to employee well-being through flexible working arrangements, we empower our Inbound Sales Advisors to thrive. Join us and be part of a company that not only values your contributions but also actively supports community initiatives and sustainability efforts.
