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Indirect Mobile Care Darlington, North East England, England

Full Time Darlington, North East England, England 24000 GBP ANNUAL Today

Job description

Indirect Mobile Care

Job Req ID: 19426

Posting Date: 6 Sep 2023

Function: BT contact centres

Location: Darlington Contact Centre, Darlington, United Kingdom

Salary: 24,000.00

The Role – Business Customer Service Representative – Indirect mobile care

Indirect Mobile Care is responsible for ensuring the highest possible level of service performance and delivery at all points of customer contact. Our Partner Programme is all about customer relationships and experience. We provide our partners with the support they need to meet their customer’s needs.

We'll drive business success by promoting a healthy, safe and supportive environment that’s based on integrity, mutual respect and ethical behaviour.

Hours Monday - Friday 8am - 6pm (subject to change)

Please note this is a full time 37.5 hours contract

What we are looking for

Being able to work on own initiative, in a high pressure customer facing environment, supporting decisions made on behalf of EE and BT Business.
Key to this role is to ensure contractual commitments are met by Business and the customer.
Be adaptable to change in a fast-paced environment and will endeavour to promote new services and functionally to improve the customers experience
Proven ability to develop and maintain an effective network of contacts and build relationships at all levels of the organisation and externally with suppliers and partners and customer.
Good knowledge of EE/BT platform capabilities and
High level of PC skills confidence
Excellent communication skills, both written and verbal
Demonstrate a consistent “Can Do” approach to any task delivering the highest standard of support possible to both internal stakeholders and customers

You'll have the following responsibilities

Respond to incoming customer calls & emails in a timely and professional manner, within agreed service levels making pro-active calls where needed.
Complete customer requests for new/additional services according to business rules and processes, within defined service levels and accuracy targets, to ‘get it right first time’ demonstrating ownership and accountability in order to avoid repeat calls/follow up/corrective actions and billing accuracy targets.
Achieve personal targets for activity volumes, schedule adherence, call work/hold, adherence to process and business rules and personal attendance to contribute to team business efficiency targets.
Utilising customer and internal reporting and data, and analysing that data to produce responses or to support in resolving queries.
When requested, engage with key stakeholders over the phone, via e-mail or face to face. Building and developing relationships with these customers and partners.
Review and evolve internal processes and procedures with Ops manager support.
Flexibility to cross train and support with other complexities in the wider business area.

Wondering what’s in it for you?

Being part of the BT family brings a huge number of benefits including the below: