Digital Voice Advisor

PlusNet; Glasgow; Sur place; GBP 29 000 - 35 000; Plein temps

Résumé du poste

BT plc in Glasgow is seeking a confident Customer Success Agent to manage business customer journeys for products like Broadband, BTnet and Digital Voice. You will support customers from order through activation and Early Life, handling inbound queries, resolving issues and validating first bills.

You will work with specialist teams to keep cases moving toward resolution, communicating clearly and maintaining accurate records.

Qualifications

• Strong customer service skills with empathetic communication.
• Own customer cases end-to-end including escalations.
• Work across multiple systems and keep accurate records.
• Resolve first-contact issues and improve first bill checks.
• Explain technical information clearly and spot opportunities to add value.
• Willingness to learn new products, processes and BT networks knowledge helpful.

Responsabilités

• Take ownership of customer journeys from order through activation and Early Life.
• Handle inbound queries and resolve issues and complaints.
• Validate first bills and coordinate with specialist teams to move cases to resolution.
• Explain products and services clearly to customers and ensure accurate records.

Connaissances

Customer service

End-to-end ownership

System navigation

First Contact Resolution

Communication

Learning agility

Outils

BT systems

Description du poste

Job Description

Job Title

Digital Voice Advisor

Req ID

64273

Job Function

BT contact centres

Posting Start Date

04/11/2026

Division

UK Business

Job Location

GBR Glasgow - Alexndr Bain Hse

Advertised Salary

32,082.00

Location

Glasgow

Grade

TMSV3

Start date

5th January 2027

Working Hours

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

About the role

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.