Business Customer Service Representative

BT Group; Basingstoke; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Private GP 24/7 for you and family

Carers leave (paid)

Maternity/Paternity/Adoption leave – 8

Discounted BT/EE products

Pension scheme

Holiday purchase scheme

Job summary

BT Group in the United Kingdom is seeking a Business Customer Service Representative to join the MD&A Service Desk on site at Basingstoke. The role focuses on delivering high-quality mobile fleet management services and building trusted relationships with major corporate customers.

You will resolve queries, manage assets, and work with BT, EE and client teams to ensure service delivery aligns with contractual requirements. Occasional UK travel for training or site visits may be expected.

Qualifications

• Experience delivering excellent customer service in a customer-facing environment.
• Strong problem-solving skills with provisioning, incidents or service requests handling.
• Ability to work independently, use initiative and manage multiple priorities in a fast-paced environment.

Responsibilities

• Deliver a high-quality mobile fleet management service from the Basingstoke office for one corporate mobile contract.
• Act as a key point of contact for customers, building strong relationships and providing excellent service.
• Collaborate with BT, EE and customer stakeholders to ensure seamless service delivery and outcomes.
• Manage provisioning, service requests and incident management across customer and BT systems.
• Resolve customer queries efficiently while ensuring services meet contractual and compliance requirements.
• Take ownership of workload and work proactively to place customers at the heart of everything you do.

Skills

Customer service

Problem solving

Stakeholder management

Independent working

Multi-priority management

Tools

Excel

Job description

Job Description

Job Title: Business Customer Service Representative

Advertised Salary: £32,082.00

Salary: £32,082.00

Job Location: GBR BT Customer Site

Location: Basingstoke

About the role

As a Business Customer Service Representative within the MD&A Service Desk, you'll be part of the EE Onsite Team, a key managed service offering within the BT Business Mobile portfolio. EE Onsite supports some of BT's largest business and public sector customers by delivering expert mobile fleet management services that simplify the administration of large mobile estates.

In this customer-facing role, you'll work closely with customers to provide high-quality support and mobile service management, ensuring their mobile environments remain efficient, compliant and optimised. Acting as a trusted partner, you'll help resolve queries, manage mobile assets and deliver services in line with agreed customer requirements and service standards.

You'll combine strong customer service skills with technical knowledge to build effective relationships, solve problems and deliver a great customer experience. The role offers the opportunity to work independently within customer environments while collaborating with internal BT teams to ensure successful service delivery.

Occasional UK travel may be required for training purposes or to visit customer sites to support account configuration activities and service delivery requirements.

What you'll be doing

• Delivering a high-quality mobile fleet management service from our customers Basingstoke office, supporting one of our corporate mobile contracts.
• Acting as a key point of contact for customers, building strong relationships and providing an excellent service experience.
• Collaborating with BT, EE and customer stakeholders to ensure seamless service delivery and successful outcomes.
• Managing a range of provisioning, service request and incident management activities across customer and BT systems.
• Resolving customer queries efficiently while ensuring services are delivered in line with agreed contractual and compliance requirements.
• Taking ownership of your workload, working proactively and independently to put customers at the heart of everything you do.

Essential skills/experience

• Experience delivering excellent customer service in a customer-facing environment, with the ability to build strong relationships and manage stakeholders effectively.
• Strong problem-solving skills, with experience handling provisioning, incidents or service requests while maintaining a high level of accuracy and attention to detail.
• Ability to work independently, use initiative and manage multiple priorities in a fast-paced environment with a customer-first mindset.

Desirable skills/experience

• Experience producing reports and analysing data using Excel to support service performance and customer outcomes.
• Knowledge of incident management, expense management and cost control within a customer service or operational environment.
• Experience working with Large Corporate Organisations, alongside strong communication, organisational and time management skills.

Our package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 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
• Equalizedmaternity, paternity, and adoption leave – 18weeks’full pay and 8weeks’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.

Ready to connect for good and help shape the future?

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.

We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.

With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.

If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.