Customer Engineer

TN United Kingdom; Wallsend; On-site; GBP 31,000; Full time

Job summary

An established industry player is seeking a Customer Engineer to join their dynamic Field Service team. This role is perfect for those who enjoy engaging with customers and solving problems. You'll visit various business clients, assisting them with their broadband and network connections while enjoying flexibility in your work schedule. With comprehensive training and support, you’ll be equipped to tackle a variety of challenges daily. If you have a passion for helping others and a knack for customer service, this opportunity could be your next big step!

Benefits

Pension Scheme

Annual Leave

Family Leave Policies

Health Support

Virtual GP Appointments

Carer's Leave

Career Development Opportunities

Discounts on Services

Qualifications

• Strong customer service and problem-solving skills are essential.
• No technical experience required, but a willingness to learn is a must.

Responsibilities

• Visit business customers to assist with broadband and network connections.
• Perform initial fault-finding and escalate issues when necessary.

Skills

Customer Service

Problem Solving

Communication

Technical Aptitude

Education

High School Diploma

Tools

Laptop

Mobile Device

Van

Job description

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If you’re a natural people-person – someone who enjoys helping solve problems – this customer-facing role will fit perfectly around your life.

As our Customer Engineer, you’ll visit business customers across your area to help them stay connected and get the best out of our services.

So, what’s the job exactly?

Check out our Customer Engineer page to watch a video that illustrates what our Engineers do in a typical day.

We’re not looking for engineering experience; it’s really about customer service. You definitely won’t be digging, lifting, or climbing telegraph poles.

As part of our Field Service team, you’ll visit a variety of business customers—from small to large—including pet shops, coffee shops, hairdressers, warehouses, and banks—who’ve contacted us for help with their broadband and network connections.

The engineer was incredibly helpful, knowledgeable, and friendly. They knew their stuff and got me up and running in no time at all, BT Customer.

You’ll listen carefully to our customers’ problems and perform initial fault-finding. If there’s a simple fix, you’ll resolve it on the spot, such as:

• Restarting a router.
• Checking Wi-Fi signal strength to optimize setup.
• Running extension cables or relocating equipment.
• Demonstrating app usage to customers.
• Setting up phone solutions.
• Maintaining BT’s mobile 5G network.
• Maintaining BT’s fixed network.
• Surveying customer sites, including drone surveys (training provided).
• Identifying improvements and reporting back to the team.

If you can’t fix the issue immediately, you’ll escalate it to specialized teams and inform the customer of next steps, helping to restore service efficiently.

No technical experience? We welcome applicants without technical background; however, strong customer service, problem-solving skills, and a willingness to learn are essential. Relevant skills and experience will be prioritized if we receive a large volume of applications.

We’ll provide your daily schedule, uniform, laptop, mobile, and a van for customer visits. All you need is a valid manual UK driving license. A 90-minute travel radius is expected, so a driver’s license is essential.

Beyond that, we look for natural people skills, a can-do attitude, and enthusiasm for learning—perhaps you’re the first person your family calls when Wi-Fi isn’t working?!

Things to love about the role

Hear from Hannah, one of our Customer Engineers: “I love the variety of work that comes my way. No two days are the same, and each day presents a new challenge that keeps things interesting.”

• Training and mentorship from experienced team members during your first few months.
• Independent work with plenty of support from the team—your back is always covered!
• Flexibility options, including start/end times, route planning for proximity to home, or part-time work.
• A role that you can switch off from at the end of the day.

What’s in it for you?

Benefits of working with BT include:

• A salary of £30,458 per year.
• Participation in the BT Pension scheme, with a minimum 5% employee contribution and up to 10% employer contribution.
• 22 days’ annual leave, increasing with service, plus 8 bank holidays.
• Inclusive family leave policies, offering 18 weeks at full pay, 8 weeks at half pay, and 26 weeks at statutory rate.
• Enhanced women’s health support, including menopause assistance, screenings, and period care.
• 24/7 virtual GP appointments for colleagues and their immediate families.
• Two weeks paid carer’s leave.
• Opportunities for career development and training across the business.
• Option to join BT Share Saving schemes.
• Discounts on broadband, mobile, and TV packages for you and your family.

Ready to apply?

We’re currently looking for candidates who can support customers in and around Newcastle. If you’re outside this area but interested, please submit your application, and we’ll contact you when opportunities closer to you arise.