Customer Service Advisor

BT Group; Exeter; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading telecommunications company in Exeter is seeking a Customer Service Analyst to handle incoming contacts and service requests. You will provide first line support for various services and manage incidents according to SLAs. The ideal candidate will have strong customer-facing skills, an operational background, and a passion for continuous improvement. This role offers comprehensive benefits, including a pension scheme and world-class training opportunities.

Benefits

BT Pension scheme, minimum 5% employee contribution, BT contributes 10%

18 weeks equal family leave at full pay

Enhanced women's health support

22 days annual leave, increasing with service

24/7 private virtual GP appointments

2 weeks carer's leave

World-class training and development opportunities

Option to join BT Shares Saving schemes

Qualifications

• High level of detail and accuracy required.
• Ability to provide first line support for multiple services.
• Effective management of 3rd party suppliers.

Responsibilities

• Handle incoming contacts and service requests via various channels.
• Maintain skills to support DCP Contractual Towers.
• Take ownership for personal development and strive for continuous improvement.

Skills

Excellent customer facing skills

Strong operational background

Proven analytical skills

Good time management

Ability to work under pressure

Self-management skills

Strong continuous improvement mindset

Understanding of ITIL processes

Tools

Microsoft Office applications

Job description

The primary function of the Customer Service Analyst is the handling of incoming contacts and Service Requests via telephone, My IT and Live Chat, ensuring that all incidents and requests are logged, triaged, diagnosed and/or processed so that they are dealt with in accordance with contractual SLAs. A high level of detail and accuracy is required. To appropriately fulfil or field all requests that come through to the CSD with an aim to resolve at least 55% of contacts within the first contact. Providing first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace, along with the first line support for Dorset Police and WAN support for Avon & Somerset, Dorset and Wiltshire Police Forces. As the first point of contact for the customer base this job is hugely important and forms the basis of the impression that the customer will have of BT

What you'll be doing

• Maintain the necessary skills to support customer to provide first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace.
• Ensure that reported faults and Service Requests are responded to in line with SLAs.
• Effective management of 3rd party suppliers/resolvers to ensure optimal performance in line with associated SLAs.
• Assist the team in achieving set targets such as first contact fix and incident response and resolution.
• Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.
• Accurately implement and work in line with Company Policies and Procedures
• Carry out additional responsibilities as requested by the Operational Co-ordinator/Service Desk Manager/Operations Manager.
• Ensure that all Company matters are kept confidential at all times.
• Proactive 3rd party management and quick response to associated escalations.
  Understanding of the workings of a Service Desk and ITIL aligned processes.
• Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults.
• Ability to work to deadlines and work as part of a team.
• Able to use own initiative and self-motivated.
• Work well under pressure, good time manager, good team worker, ability to multi-task.
• Strong operational background.
• Excellent customer facing skills, strong senior stakeholder management (within customer & BT organisations).
• Self-management skills.
• Proven analytical skills and process orientated.
• Strong continuous improvement mind-set and experience.
  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.

Benefits

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It's for all parents, no matter how your family is made up
• Enhanced women's health support: including help with menopause symptoms, cancer screenings, period care and more
• 22 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer's leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes

A Few Points To Note

Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.