Customer Success

BT Group; Manchester; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

BT Group in Manchester is hiring a Customer Success Agent to take ownership of business customer journeys across Broadband, BTnet and Digital Voice. You will support customers from order through activation and Early Life, handle inbound queries, resolve issues and ensure first bills are validated.

The role demands clear, empathetic communication, end-to-end ownership of cases (including escalations), accurate record-keeping across multiple systems, and a proactive approach to finding value-added

Qualifications

• Strong customer service skills with clear, empathetic communication.
• Ability to own cases end-to-end, including escalations.
• Experience working across multiple systems and keeping accurate records.

Responsibilities

• Take ownership of customer journeys from order through activation and Early Life.
• Handle inbound queries, resolve issues and guide cases to resolution.
• Validate first bills and collaborate with specialist teams as needed.
• Explain technical information clearly and identify value-added opportunities.

Skills

Customer service

End-to-end ownership

Multisystem proficiency

First contact resolution

Clear communication

Job description

Job DescriptionJob Title: Customer SuccessReq ID: 62834Job Function: BT contact centresPosting Start Date: 06/10/2026Posting End Date:Division: UK BusinessJob Location: GBR-Manchester-New BaileyAdvertised Salary: 32,082**Customer Success Agent****Location: Manchester** **Grade: TMSV3**We’re looking for a confident and customer-focused Customer Success Agent to take ownership of business customer journeys dealing with products such as, but not limited to, Broadband, BTnet and Digital Voice .You’ll support customers from order through activation and Early Life, handle inbound queries, resolve issues and complaints, validate first bills and work with specialist teams to keep cases moving through to resolution.**Key requirements:*** Strong customer service skills, with clear, empathetic communication and effective expectation management.* Confidence in taking end-to-end ownership of customer cases, including escalations and complaint resolution.* Ability to work across multiple systems, prioritise effectively and maintain accurate records.* A practical approach to resolving service, order and Early Life issues, with a focus on First Contact Resolution.* Ability to explain technical information clearly and identify suitable opportunities that add value for customers.* Willingness to learn new products, processes and systems quickly; knowledge of BT networks or order journeys would be advantageous.If you’re proactive, accountable and passionate about delivering a straightforward, reassuring customer experience, we’d like to hear from you.