Customer Success Agent: End-to-End Care & Resolution

BT plc; 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

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.