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Recruiter: Carla Ballinger

Hiring Manager: Gillian Porter

Career Grade: TMBS2

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

There are times when our B2B customers have issues with their bills, this can be for a number of reasons, this is where we step in and look after them. We provide that resolution to the customer.

Are you empathetic?
Are you someone who thrives on working with customers from end to end?
Are you Excel savvy?

If so, BT are looking for an Enquiries Advisor where we’ll empower you within a supportive and inclusive environment. Reach out to [email protected] for a confidential chat if you have any questions or apply today!

What’s in it for you? What are the benefits?
At BT, we entertain, educate and empower millions of people every single 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 competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity.

Benefits of working for BT include:

• An inclusive and close-knit working environment
• Flexible working patterns within the hours of 8-6 Monday to Friday, meaning a better work/life balance
• Genuine progression opportunities (16% of our team have been promoted this year out of 30)
• Monthly bonus
• 22 days’ annual leave (not including bank holidays)
• Pension scheme - you contribute 5%, BT contributes 10%
• Discounted BT broadband and BT Sport, BT TV and Mobile
• Share option schemes
• Season ticket loan and cycle to work schemes and many more flexible benefits to fit around you

What will the role involve?

• Business customers take a variety of different products and services within BT. Our team steps in to provide support on a resolution to any billing issues.
• Investigating billing problems covering all appropriate debt enquiries processing partial or full payments
• Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales
• Act as a single point of contact and identify ‘root causes’ and work with necessary teams/units and stakeholders to resolve future occurrences
• Escalating where delays are being experienced in resolving customer issues which could result in late payment of invoices/impact customer experience
• Ensuring all communication with our customers is clear and concise and portrays BT in a positive and professional image at all times

What are we looking for in our Enquiries Advisor? You may have a variety of the below;

• We need empathy, problem solving skills, drive and motivation to provide the best service for our customers
• You will be Excel savvy
• You will have come from a background within a role which requires resolution or negotiation
• We hire on attitude and behaviours - you will be a confident decision maker, able to consistently display tact and diplomacy with the ability to reasonably defend decisions where required.

How to Apply
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT
It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.