Service Request Coordinator

BT Group; Dumbarton; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading telecommunications company in Dumbarton is seeking a candidate for a role focused on the end-to-end delivery of service requests for Defence contracts. The ideal applicant will possess strong IT Literacy skills and be able to manage complex orders while providing excellent customer service. This role requires a proactive approach and adherence to security protocols, with a preference for candidates residing in the UK for at least 5 years. Attractive salary and benefits offered.

Benefits

22 days annual leave (plus bank holidays)

Generous pension scheme

BT Share Plan

Discounted BT products including TV, Broadband, and Mobile

Qualifications

• Good IT Literacy skills and attention to detail.
• Ability to manage multiple complex orders.
• Comfortable working in a desk-based, secure environment.

Responsibilities

• Accountable for end-to-end delivery of Customer Service Requests.
• Manage service requests per ITIL guidelines.
• Maintain communication with customers throughout the process.
• Perform proactive jeopardy management to meet SLAs.
• Identify customer requirements and liaise with other departments.

Skills

Good IT Literacy skills (MS Office)

Prioritisation of workload

Ability to work independently and collaboratively

Customer-driven and focused

Tools

Microsoft applications

Job description

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Posting Date: 4 Aug 2025

Function: Business Services & Operations

Unit: Business

Location: Cardross, Dumbarton, United Kingdom

Posting Date: 05/08/2025

Location: Dumbarton

The role holder will be responsible for the end-to-end delivery of complex service requests, enabling the successful delivery of secure national infrastructure for our Defence contract.

There is an expectation to keep in contact with the customer to provide information and updates on Service Request status and contribute to contract performance and revenue, whilst achieving customer satisfaction. Our delivery is enhanced through business improvement using the Continuous Improvement methodology, and active participation is crucial to this role.

The individual will be working in a desk-based role, in a secure environment, adhering to security protocols.

The successful candidate must be willing to undergo Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years.

What you’ll be doing

1. Accountable for timely end-to-end delivery of Customer Service Requests according to contract-specific T&Cs.
2. Managing pre-defined, complex, and contract-bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines.
3. Keeping customer informed throughout the Service Request Management and Fulfilment process and providing standard status reports to ensure a high level of customer satisfaction.
4. Performing proactive jeopardy management and escalations to ensure adherence to customer SLA.
5. Identifying customer requirements and liaising with other departments within BT, respective contracts or customers, and third parties whenever necessary.

Essential skills and qualifications include:

• Good IT Literacy skills (MS Office) and ability to work across multiple systems, paying attention to detail and accuracy, right first time.
• Prioritisation of workload, dealing with multiple complex orders.
• Ability to work both independently and collaboratively as required.
• Customer-driven and focused.

What we would like to see on your CV

• Knowledge of Microsoft applications across multiple operating systems.
• Team collaboration – working closely with other teams and third-party suppliers to ensure comprehensive support and knowledge sharing.

At BT, we entertain, educate, and empower millions of people every day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of benefits, including:

• 22 days annual leave (plus bank holidays)
• Generous pension scheme
• BT Share Plan
• Discounted BT products including TV, Broadband, and Mobile

With over 175 years of heritage, BT is a global leader in secure connectivity and collaboration platforms for businesses of all sizes, serving 1.2 million business customers internationally. We value diversity and inclusion, and are committed to making a positive impact through digital inclusion and skills development.

We encourage applications from all backgrounds and experiences, and are committed to providing reasonable adjustments during the recruitment process.