Customer Service Advisor , Exeter, United Kingdom)

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BT is seeking dedicated Customer Service Advisors to join their team in Exeter, contributing to the future of consumer services. This is a full-time, office-based role, five days a week.

Why BT? A Legacy of Purpose and Innovation

BT boasts a rich history spanning over 180 years, founded on the principle of using communication to build a better world. As pioneers of telecommunications and a leading technology company, BT is committed to innovation and delivering services that are personal, simple, and brilliant for their customers. They foster an inclusive environment where diverse talents can thrive. BT's impact is far-reaching, supporting essential services like emergency responders, hospitals, and financial institutions, while also driving technological advancements such as BT Sport. In today's rapidly evolving digital landscape, BT remains dedicated to its purpose, navigating challenging market conditions with drive and resilience. If you possess these qualities and are seeking a role with significant growth potential, BT offers unparalleled opportunities for personal development, learning, and career progression.

The Impact of this Role: Be the Face of BT

As a Customer Service Advisor, you will be the primary point of contact for customers, playing a crucial role in shaping their perception of BT. Your core responsibility will be to manage incoming contacts and service requests via telephone, My IT, and Live Chat. This involves accurately logging, triaging, diagnosing, and processing all incidents and requests to meet contractual Service Level Agreements (SLAs). The aim is to resolve a significant portion of customer queries on the first contact, demonstrating efficiency and expertise. You will provide first-line support for various critical services, including:

• DCP Contractual Towers (Voice and Data Networks, Hosting Services, End User Workplace)
• Dorset Police
• WAN support for Avon & Somerset, Dorset, and Wiltshire Police Forces

This position is integral to the customer experience, ensuring a positive and efficient interaction with BT.

What You'll Be Doing: Key Responsibilities

• Maintain and develop essential skills to provide first-line support for a range of technical services.
• Ensure all reported faults and service requests are addressed within established SLAs.
• Effectively manage third-party suppliers and resolvers to ensure optimal performance and adherence to SLAs.
• Contribute to team targets, including first contact resolution and incident response times.
• Take ownership of your professional development, continuously seeking to enhance your skills and performance.
• Accurately implement and adhere to all Company Policies and Procedures.
• Undertake additional responsibilities as assigned by management.
• Maintain strict confidentiality regarding all company matters.
• Proactively manage third-party relationships and respond swiftly to escalations.

What Skills Will Set You Apart: Essential Qualifications

• Understanding of Service Desk operations and ITIL-aligned processes.
• Proficiency in Microsoft Office applications and operating systems to address first-line user queries, requests, and faults.
• Ability to work effectively to deadlines, both independently and as part of a team.
• Self-motivated with the ability to take initiative.
• Capacity to perform well under pressure, manage time effectively, and multitask.
• Strong operational background.
• Excellent customer-facing skills and the ability to manage senior stakeholders within customer and BT organizations.
• Proven self-management and analytical skills with a process-oriented approach.
• A strong mindset and experience in continuous improvement.

Career Advantages and Benefits: Investing in Your Future

BT offers a comprehensive benefits package designed to support your well-being and career growth:

• BT Pension Scheme: With a minimum 5% employee contribution and a 10% BT contribution.
• Industry-Leading Family Leave: From January 2025, enjoy 18 weeks at full pay, 8 weeks at half pay, and 26 weeks at the statutory rate for all parents.
• Enhanced Women's Health Support: Including assistance with menopause symptoms, cancer screenings, and period care.
• Generous Annual Leave: Starting at 22 days, increasing with service (plus bank holidays).
• 24/7 Virtual GP Appointments: Access private healthcare from anywhere in the UK.
• Carer's Leave: Two weeks of paid leave to support your loved ones.
• World-Class Training and Development: Unrivaled opportunities for learning and skill enhancement.
• BT Sharesave Schemes: Opportunity to invest in BT's success.

Key Considerations for Your Career Path:

This role is an excellent starting point for individuals seeking a career in IT support and customer service within a large, reputable organization. It provides a solid foundation in ITIL principles, customer interaction, and third-party management. BT's commitment to development means that successful candidates have the potential to progress into more specialized roles or leadership positions within the company. The diverse range of services supported means you will gain broad technical exposure.

Flexibility and Inclusivity:

BT welcomes applications from individuals who may work flexibly, including job sharers or those with reduced hours. They are also committed to providing reasonable adjustments during the selection process for candidates who require them. BT actively encourages applications from individuals from all backgrounds and encourages you to apply even if you don't meet every single criterion, as your unique skills and experiences may be highly valued.