Digital Voice Advisor

BT Group; Glasgow; On-site; GBP 24,000 - 32,000; Full time

Job summary

BT Group in Glasgow is seeking a confident Customer Success Agent to own end-to-end 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 validate first bills, and collaborate with specialist teams to keep cases moving toward resolution.

A focus on First Contact Resolution and clear explanations of technical information is essential.

Qualifications

• Strong customer service skills with empathetic communication.
• Ability to own customer cases end-to-end including escalations.
• Experience across multiple systems and keeping records accurate.
• Focus on First Contact Resolution and clear explanations of technical info.
• Willingness to learn new products, processes and systems quickly.

Responsibilities

• Own business customer journeys across Broadband, BTnet and Digital Voice.
• Support customers from order through activation and Early Life.
• Handle inbound queries, resolve issues and validate first bills.
• Collaborate with specialist teams to move cases to resolution.
• Focus on First Contact Resolution and explaining technical information clearly.

Skills

Customer service

End-to-end ownership

Escalation management

Multi-system navigation

Record keeping

First Contact Resolution

Clarifying technical info

Learning agility

Value-add opportunities

Job description

Location: Glasgow

Grade: TMSV3

Start date: 5th January 2027

Please note that this position is a full-time role only, and part-time hours are not available.

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.