Customer Success Agent

PlusNet; Manchester; On-site; GBP 29,000 - 35,000; Full time

Job summary

BT plc is seeking a confident Customer Success Agent in Manchester. You will own customer journeys for BT products, from order through activation and Early Life, handling inbound queries and resolving issues to ensure smooth service activation.

You will validate first bills, coordinate with specialist teams, and strive for First Contact Resolution while explaining technical information clearly to customers. A proactive learner of BT networks and order journeys is desirable.

Qualifications

• 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.
• Focus on First Contact Resolution and resolving issues at the first point of contact.

Responsibilities

• Take ownership of customer journeys for BT products (Broadband, BTnet, Digital Voice).
• Support customers from order through activation and Early Life; handle inbound queries and resolve issues/complaints.
• Validate first bills and coordinate with specialist teams to move cases toward resolution.

Skills

Customer service

Ownership

Systems access

FCR

Explain tech

Learning agility

Job description

Job Description

Job Title: Customer Success Agent

Job Function: BT contact centres

Grade: TMSV3 (pre-evaluation)

Job Location: GBR-Manchester-New Bailey

Location: Manchester

Advertised Salary: 32,082

Role: Customer Success Agent

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.