Trainee Customer Service Support Advisor

**Please note this Req is only opened for External Referrals, not for the internal applicants for an IJP.**

About the role

The Customer Service Advisor 1 assists customers across all channels, delivering customer value and success providing support excellence regarding the BT Group's solution portfolio, all with full supervision.

What you’ll be doing

1. Assists in creating value-based relationships with customers to optimise customer service whilst leveraging the BT Group's resource pool, within guidelines and under full supervision.
2. Gathers customer information and performs basic analysis and understands customer needs to provide customer service insight for the efficient management of customer issues.
3. Executes and delivers routine work clearly covered by existing procedures in order to achieve objectives and the vision of the Customer Service team.
4. Handles professionally and effectively with customer contacts, showing resilience and sound decision-making whilst under pressure.
5. Participates in the continuous improvement activities to improve the customer service team processes.

Essential Skills / Experience

Desirable Skills / Experience

Our Package

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.