Service Request Coordinator Reading, England
BT
Full Time
Reading, England
27500 GBP ANNUAL Today
Job description
Service Request Coordinator
Job Req ID: 15249
Posting Date: 27-Apr-2023
Function: Service
Location:
Basingstoke Road, Reading, United Kingdom
Salary: £27,500 + Excellent Benefits
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
Why this role matters
As a Service Request Coordinator, will be responsible for the end to end delivery of complex service requests enabling the successful delivery of secure national infrastructure for our Defence contract. You'll work collaboratively across teams to ensure the successful fulfilment of orders, delivered within agreed timeframes, achieve our customer’s expectation of service excellence and flag up risk at the appropriate point and own escalations through to resolution.
There is an expectation to keep in contact with the customer to provide information and updates on Service Request status and contribute to contract performance and revenue, whilst achieving customer satisfaction. Our delivery is enhanced through business improvement using the Continuous Improvement methodology, and active participation is crucial to this role. This will be a desk-based role, in a secure environment, adhering to security protocols and therefore successful candidates must be willing to undergo Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years.
What you'll be doing
1. Accountability for timely end to end delivery of Customer Service Requests according to contract specific T&Cs
2. Managing pre-defined, complex, and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines
3. Identifying customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary
4. Continuously improve contract specific processes to increase customer satisfaction and profitability
5. Working to agreed operational performance measures, whilst maintaining the appropriate level of product, network & system knowledge for the role
2. Managing pre-defined, complex, and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines
3. Identifying customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary
4. Continuously improve contract specific processes to increase customer satisfaction and profitability
5. Working to agreed operational performance measures, whilst maintaining the appropriate level of product, network & system knowledge for the role
What we would like to see on your CV
1. Excellent communication skills
2. Good IT Literacy skills (MS Office) and able to work across multiple systems paying attention to detail and accuracy, right first time
3. Prioritisation of workload, dealing with multiple complex orders
4. Ability to work both independently & collaboratively as required
5. Customer focused & result driven
2. Good IT Literacy skills (MS Office) and able to work across multiple systems paying attention to detail and accuracy, right first time
3. Prioritisation of workload, dealing with multiple complex orders
4. Ability to work both independently & collaboratively as required
5. Customer focused & result driven
Benefits
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:
Benefits of working for BT include:
- 22 days annual leave (plus bank holidays)
- Generous pension scheme
- BT Share Plan
- Discounted BT products including TV, Broadband and Mobile
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
BT
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
