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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.

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

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

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:

• 22 days annual leave (plus bank holidays)
• Generous pension scheme
• BT Share Plan
• Discounted BT products including TV, Broadband and Mobile

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