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BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

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.

This is an exciting opportunity to provide 1st line support for our MoD customer. Therefore you'll need to be eligible for SC Security Clearance to be considered for this position.

You'll have the following responsibilities:

• To ensure that calls are answered within PCA targets, using the agreed customer salutation.
• To meet or exceed bespoke/customer-specific SLA's, contractual commitments and internal performance measurements. This includes the day-to-day operational management of BT internal and third-party suppliers.
• To accurately log, update and close Incident management tickets in a quality and timely manner as per the documented processes and take the required corrective action where quality issues are identified.
• To maintain and enhance working relationships with customers, suppliers and BT business units, to effect prompt fault repair, change / order implementation, highlighting areas of poor supplier performance to the Customer Operations Manager.
• To ensure that all agreed communication, notification and escalation processes (internal/external) are delivered e.g. customer updates.
• The post holder must comply with the requirements and values of BT’s Code of Practice. e.g. safety, mandatory training,
• To ensure that I am fully aware of the need to safeguard sensitive customer information at all times, so that customers perceive BT to be a trustworthy organisation.

You'll have the following skills and experience:

• Customer engagement
• Configuration
• Analytical skills
• Insight & Reporting
• 1st Line Support (Service Desk)

Benefits:

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

Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services.