Customer service professional London, England
BT
Full Time
London, England
22954 - 35516 GBP ANNUAL Today
Job description
Customer service professional
Job Req ID: 15044
Posting Date: 16 May 2023
Function: Customer Service
Location:
One Braham (4140), London, United Kingdom
Salary: Competitive with benefits
Closing Date: 11/06/2023
Why business?
We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall, we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.
Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.
Why this job matters
You will be focused on building excellent service relationships and ensuring that the service delivered to key media accounts by BT is consistently compliant. Success will be measured by KPI scores and customer satisfaction scores (NPS). You will be responsible for all strategic service reviews, developing a full understanding of your customer's strategic direction and developing service solutions
The role is London based and you will be require frequent travel to a number of London based media clients.
BT is passionate about ensuring everyone can have an opportunity to build a successful career, to find out more view our YOU CAN video here:
You can (bt.com)
What you’ll be doing
- Support the account team for all services delivered under the relevant media contracts.
- Manages SLA performance and service relationship on customer contracts
- Create and implement service improvement and cost reduction plans.
- Supports escalations within BT, customer and/or third party
- Be the service team primary contact on the CSAT programme.
- Support service development initiatives that drive future revenue growth.
- Building and maintaining strong collaborative relationships
- Risk Management; identification of contract issues and risks and support the mitigation plans.
What we would like to see on your CV
- Broadcast network service experience is desirable as the service covers a specific product set.
- Telecoms knowledge would be advantageous along with strong analytical and data experience using excel for report creation and analysis.
- Ability to support product transition and migration activity, from product withdrawal through to delivery and in life support.
- Experience at creating customer advocates through issue resolution, and exceptional engagement and communications with the customer.
- Business and commercial experience including understanding of how service affects P&L management and the ability to identify new business opportunities.
- Ability to negotiate
- Ability to build and sustain productive relationships at all levels of an organisation.
The skills you’ll need
Problem Solving
Customer Experience
Commercial Acumen
Interpersonal
Customer Relationship Management
Benefits include:
- Competitive salary
- up to 10% discretionary bonus
- Pension scheme (up to 10% BT contributions)
- Flexible Hybrid working
- Access to training and development to help you grow with us
- 25 days annual leave (plus bank holidays)
- Shares Plan
- Flexible benefits: cycle to work, childcare vouchers, healthcare, etc.
- Discounted BT products and services
Our working model
BT have moved to a hybrid working model - you can work from home 2 days per week. This means you’ll be at your contractual location 3 days a week.
BT
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
