Customer Success Specialist – End-to-End Tech Support

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

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