Business Movers

BT Group; Manchester; On-site; GBP 21,000 - 26,000; Full time

Job summary

BT Group in Manchester is seeking a customer-focused Business Movers Adviser to support business customers through their move and during the first 60 days of their journey with us. You’ll take end-to-end ownership, resolve issues quickly and deliver a simple, reliable and seamless experience across various products.

We will also be looking to support our customers with the new and exciting strategic products and introducing the new digital systems to help support us with that journey.

Qualifications

• Clear and confident communicator with strong active-listening and problem-solving skills.
• Comfortable taking ownership, working across systems and channels, following defined processes.
• Calm and committed when resolving complex customer issues.

Responsibilities

• Own customer moves, orders, billing queries, faults and complaints through to resolution.
• Answer inbound calls with a professional and courteous manner, aiming for first time resolution.
• Keep customers informed, set clear expectations and provide effective handovers when escalation is needed.
• Accurately record customer contacts, decisions, actions and next steps in the relevant systems.
• Follow verification, compliance, customer journey and diagnostic processes.
• Identify suitable opportunities to connect customers with additional products and services.
• Contribute positively to coaching, team meetings, huddles and continuous improvement activity.

Skills

Active listening

Problem solving

Communication

Ownership

Job description

Business Movers Adviser – Manchester

Grade: TMSV2 | Location: Manchester | Reports to: Team Leader

We’re looking for a customer-focused Business Movers Adviser to support business customers through their move and during the first 60 days of their journey with us. You’ll take end-to-end ownership, resolve issues quickly and deliver a simple, reliable and seamless experience across various products. We will also be looking to support our customers with the new and exciting strategic products and introducing the new digital systems to help support us with that journey.

What you’ll be doing:

• Own customer moves, orders, billing queries, faults and complaints through to resolution.

Own customer moves, orders, billing queries, faults and complaints through to resolution.

• Answer inbound call with a professional and courteous manner, always trying to resolve the call first time (FCR)

Answer inbound call with a professional and courteous manner, always trying to resolve the call first time (FCR)

• Keep customers informed, set clear expectations and provide effective handovers when escalation is needed.

Keep customers informed, set clear expectations and provide effective handovers when escalation is needed.

• Accurately record customer contacts, decisions, actions and next steps in the relevant systems.

Accurately record customer contacts, decisions, actions and next steps in the relevant systems.

• Follow verification, compliance, customer journey and diagnostic processes.

Follow verification, compliance, customer journey and diagnostic processes.

• Identify suitable opportunities to connect customers with additional products and services.

Identify suitable opportunities to connect customers with additional products and services.

• Contribute positively to coaching, team meetings, huddles and continuous improvement activity.

Contribute positively to coaching, team meetings, huddles and continuous improvement activity.

What we’re looking for:

You’ll be a clear and confident communicator with strong active-listening and problem-solving skills. You’ll be comfortable taking ownership, working across different systems and channels, following defined processes and remaining calm and committed when resolving complex customer issues.

If you’re passionate about putting customers first and want to help make business moves straightforward and successful, we’d love to hear from you.