Job description
1st Line Customer Service Specialist
Hiring Manager: Rianna Saponaro
Career Grade: TM
Internal Closing Date: 22/06/2023
Location: Hatfield
Working Hours: Full time
- Provide excellent customer service and technical support with the intent of delighting/exceeding customer expectations.
- Use initiative and judgement in identifying when a customer issue should be escalated.
- Provide support for the BT OnePhone network including assisting customers with service requests and incidents, as well as connection to the mobile network.
- Responsible for clearly noting issues and passing these to the second line team when unable to resolve the query within set SLA’s and/or complexity. Keep the customer appraised in a timely manner.
- Own the customer contact when received through the support channels.
- Demonstrate good knowledge of the BT OnePhone product and processes across functions and customer base.
- Build and maintain good relationships across own organisation especially the second line team.
- Proficient in explaining complicated technical issues in a non-technical manner in order to meet the requirements of a wide audience.
- Provide a support service by maintaining and contributing to our customer knowledge base, updating trouble shooting flow diagrams and other knowledge management tools.
- Drive customer retention through customer satisfaction to ensure contracts remain with BT OnePhone.
- Suggests continuous Improvement ideas where process and procedures can be enhanced.
- Adhere to process and procedures including Ofcom and those related to validation and protecting our customer security.
- Exceptional Customer service skills, with strong stakeholder management.
- Good understanding and working knowledge of mobile technologies.
- Proven competency of IT literacy (Microsoft office).
- Great attention to detail and accuracy ensuring “right first time”
- Excellent communication skills both oral and written.
- Proven track record of analytical and diagnostic skills.
- Proactively builds knowledge capability through the sharing of knowledge, best practice, and expertise with others.
- Clearly communicates ideas, plans and strategies, taking ownership and accountability to deliver what we say.
- Demonstrates complete focus and determination to achieve/exceed KPI’s. Is a self-starter and takes the initiative in situations.
- 22 days annual leave (plus bank holidays)
- Generous Pension Scheme
- BT Share Plan
- Discounted BT products including TV, Broadband and Mobile