Move Concierge — Customer Support (Glasgow, Full‑Time)

BT plc; Glasgow; On-site; GBP 26,000 - 31,000; Full time

Job summary

BT plc in Glasgow is seeking a full-time Movers to manage customer moves, orders and billing queries through to resolution. You will handle inbound calls professionally, aim to resolve first time, and keep customers informed with clear expectations and smooth handovers during escalation.

Recording actions in systems and following verification and compliance processes are essential, as is identifying opportunities to offer additional products and services.

Qualifications

• Own customer moves, orders, billing queries, faults and complaints through to resolution.
• Answer inbound call with a professional and courteous manner, always trying to resolve the call first time (FCR).
• Keep customers informed, set clear expectations and provide effective handovers when escalation is needed.
• Accurately record customer contacts, decisions, actions and next steps in the relevant systems.
• Follow verification, compliance, customer journey and diagnostic processes.
• Identify suitable opportunities to connect customers with additional products and services.
• Contribute positively to coaching, team meetings, huddles and continuous improvement activity.

Responsibilities

• Own customer moves, orders, billing queries, faults and complaints through to resolution.
• Answer inbound call with a professional and courteous manner, always trying to resolve the call first time (FCR).
• Keep customers informed, set clear expectations and provide effective handovers when escalation is needed.
• Accurately record customer contacts, decisions, actions and next steps in the relevant systems.
• Follow verification, compliance, customer journey and diagnostic processes.
• Identify suitable opportunities to connect customers with additional products and services.
• Contribute positively to coaching, team meetings, huddles and continuous improvement activity.

Job description

BT plc in Glasgow is seeking a full-time Movers to manage customer moves, orders and billing queries through to resolution. You will handle inbound calls professionally, aim to resolve first time, and keep customers informed with clear expectations and smooth handovers during escalation.

Recording actions in systems and following verification and compliance processes are essential, as is identifying opportunities to offer additional products and services.