Find More Than 10K+
United Kingdom Jobs

• 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.

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

• Salary of £ 24,000
• 22 days’ holiday
• Discount on your personal EE mobile phone package
• 30% Friends and Family discount from day one (conditions apply)
• Discounted EE TV and broadband packages
• World-class training and development opportunities
• Share option and pension scheme programmes
• Flexible benefits to fit around you