British Telecom

1. Business Service Support Advisor | Job

JobDimensions
To manage orders which fall of the happy path post being raised by the customer promptly and accurately in line with the agreed SLAs. The work will be allocated in the queue in the form of Service Request / Complaint raised to provide / cease / modify product or service.

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 Business Unit/Function
The Corporate Affairs function builds and helps others to build the reputations that BT needs to succeed in the short and long term. The Digital Impact and sustainability team plays a critical part in this, through setting the boundaries and strategies to fulfil BT’s strategic ambition to be a responsible and sustainable business leader.

Key Responsibilities
 Comply with Service level agreement and take necessary actions in cases of over and under delivery
on service request to manage customer perception and expectation as well as delivery costs.
 Ownership of / Accountability for Proposal development end-to-end and order management.
 Responsible for workflow activities of all Requests and order enquiries to completion.
 Confirm appropriate actions assigned to the service request and doing regular follow-up in case of no response
 Perform Order request tool updates throughout the lifecycle of the order
 Raising and tracking of purchase orders related to service requests
 Order placement for Customer‐approved service requests
 Order management through to delivery at staging / site
 Supports and participates in process improvement opportunities.
 Quality closure on the request as per defined checklist
 When dealing with customers aspire to deliver an excellent customer experience
 To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process
 Adhere to relevant shift patterns and break schedules
 Take responsibility for personal development and drive own performance

Skills Required
• Provide Experience in customer service in a Call Centre environment
• Good cross-cultural awareness to be able to effectively communicate with UK customers
• Exposure in Order management with the ability to recognise the customers’ needs
• Good self-management (Attendance/Break Management/Adherence/AHT/Wrap)
• PC literate with good system navigation skills
• Good Data input skills
• Good Problem solving



2. Customer Service Support Advisor
Career Level – F

Job Dimensions - To resolve the queries / concerns being raised by the customer promptly and accurately in line with the agreed SLAs. The work will be allocated in the queue in the form of Voice work wherein an individual will be responsible to resolve the concerns / queries raised or need to provide accurate information to the customer.

Key Responsibilities
To take calls and work promptly within agreed timescales and in line with agreed process and procedures.
To ensure prompt and accurate information being provided with appropriate resolution.
To achieve operational targets as defined by for the process.
To maintain queue levels to agreed SLA targets levels.
To achieve and maintain a good knowledge/capability of BT systems.
When dealing with customers aspire to deliver an excellent customer experience via calls.
To highlight to queue owners, line management and offline support teams any issues in the queues that may affect customer satisfaction and share best practice within the team and across Digital Care teams.
To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process.
To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team.
Share best practice within the team and across the Digital Care Community.
Adhere to relevant shift patterns and break schedules.
Take responsibility for personal development and drive own performance.

Skills Required
Provide Experience in customer service in a Call Centre environment
Excellent English verbal and written language skills along with good typing (minimum 40 speed) and multitasking skills
Good questioning and listening skills
Good empathy and customer ownership skills
Good cross-cultural awareness to be able to effectively communicate with UK customers
Good objection handling/diffusing/complaint handling skills
Good customer interaction skills with the ability to recognize the customers’ needs
Good self-management (Attendance/Break Management/Adherence/AHT/Wrap)
Delivery of service against all BT/GBS/Contract/Customer performance and RFT SLAs
PC literate with good system navigation skills
Good Data input skills
Good Problem solving

Connected Leaders Behavior
Collaborative partner
Solution-focused achiever

Experience Required
Good written and verbal communication skills and etiquette, required to effectively communicate with external and internal stakeholders
6-12 Months of experience in similar role.
Logical reasoning skill
Competence in Windows based tools (Outlook/Word/Excel/Access)
Graduate in any stream