Business Customer Service Representative

Job Description

Join BT as a Business Customer Service Representative

Location: Darlington

Why BT?
We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why this role matters

The main responsibilities of the Business Customer Service Representative would be to deliver excellence in customer service through direct interaction with business customers throughout their lifecycle by responding to customer enquiries in a timely professional manner and through proactive contact and customer management.

To achieve quality and activity targets which contribute to the overall achievement of customer and business key performance indicators.

What you’ll be doing

• Respond to incoming customer calls, chats & emails in a timely and professional manner, within agreed service levels.
• Conduct pro-active calls and call backs in a timely and professional manner.
• Demonstrate ownership and accountability throughout all customer contact, representing EE in the best possible light to the business customer base and acting as the customer champion within EE
• To take responsibility for your own development, working with your Team Leader to create an ongoing personal development plan, highlighting areas for development and being proactive in fulfilling any development needs.
• Flexibility to cross train and support with other complexities in the wider business area.
• Assisting with any other key tasks as requested.

What skills you’ll need

• Knowledge of EE products, services.
• Computer literacy and previous use of contact centre technology.
• Excellent communication skills.
• Negotiations skills for dispute resolution.
• Experience within business customer operations.
• Experience of customer service in a B2B contact centre environment.

Benefits:

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
• 22 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes

A Few Points To Note:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

Don’t Meet Every Single Requirement:

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.