Customer Success Agent

BT Group; Glasgow; Presencial; GBP 29 000 - 35 000; Tempo integral

Resumo da oferta

BT Group in Glasgow is seeking a confident Customer Success Agent to manage business customer journeys, including Broadband, BTnet and Digital Voice. You will support customers from order through activation and Early Life, handling inquiries and ensuring smooth resolution.

The role emphasizes end-to-end ownership, strong communication, and the ability to work across systems while maintaining accurate records. Training and ongoing product knowledge are provided.

Qualificações

• Strong customer service skills with clear, empathetic communication.
• Ability to own full customer cases from order to resolution.
• Experience working across multiple systems and maintaining records.
• Focus on first contact resolution and value-added opportunities.

Responsabilidades

• Take ownership of business customer journeys from order through activation and Early Life.
• Handle inbound queries, resolve issues and complaints, and guide cases toward resolution.
• Validate first bills and coordinate with specialist teams to move cases forward.
• Explain technical information clearly and identify opportunities that add value for customers.

Conhecimentos

Customer service

End-to-end ownership

Multisystem work

First Contact Resolution

Clear communication

Learn new products

Descrição da oferta de emprego

Job Title: Customer Success Agent

Req ID: 62909

Job Function: BT contact centres

Posting Start Date: 20/10/2026

Posting End Date:

Division: UK Business

Job Location: GBR Glasgow - Alexndr Bain Hse

Advertised Salary: 32,082.00

Customer Success Agent

Location: Glasgow

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.