Business Moves Advisor: Seamless Onboarding & Support

BT Group; Glasgow; On-site; GBP 22,000 - 28,000; Full time

Job summary

BT Group in Glasgow 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 and deliver a simple, reliable and seamless experience across a range of products.

You’ll resolve issues quickly, keep customers informed, follow defined processes and contribute to coaching and continuous improvement as we roll out new digital systems and strategic products.

Qualifications

• 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 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.

Responsibilities

• 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)
• 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

Customer service

Job description

BT Group in Glasgow 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 and deliver a simple, reliable and seamless experience across a range of products.

You’ll resolve issues quickly, keep customers informed, follow defined processes and contribute to coaching and continuous improvement as we roll out new digital systems and strategic products.