Customer Success Lead – End-to-End Care

BT Group; Glasgow; On-site; GBP 29,000 - 35,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

End-to-end ownership

Multisystem work

First Contact Resolution

Clear communication

Learn new products

Job description

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.