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Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

• 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 you are fully aware of the need to safeguard sensitive customer information at all times, so that customers perceive BT to be a trustworthy organisation.

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

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, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

• Competitive salary
• 22 days’ annual leave (not including bank holidays
• World-class training and development opportunities
• Discounted employee broadband, mobile and TV packages
• Share option and pension scheme programmes
• Flexible benefits to fit around you

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.

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