Business Customer Service Representative - Onsite Guildford

Job Req ID: 61721

Posting Date: 17/08/2026

Function: Business Services & Operations

Location: Customer Site - Guildford Business Park

Salary: £32,082

About the role

The Business Customer Service Representative - Onsite role sits within the EE Onsite Team, a specialist product offering within the BT Business Mobile portfolio. EE Onsite is a managed service delivered to some of our largest Business and Public Sector customers as part of their EE framework agreements.

Our team provides a comprehensive mobile fleet management service, helping customers simplify the management of large and complex mobile estates. Through our expertise, technical knowledge and customer-focused approach, we support organisations in maintaining efficient, compliant and optimised mobile environments.

As an Onsite Representative, you'll be based within a customer environment, acting as a trusted extension of their team while representing BT and EE. You'll play a key role in delivering a high-quality mobile fleet management service, providing hands-on support, resolving customer queries, and ensuring service delivery aligns with agreed contractual commitments.

This is a customer-facing role that requires strong relationship-building skills, a proactive approach to problem solving, and the ability to work independently. You'll collaborate with customers and internal BT teams to deliver an excellent customer experience while helping customers get the most from their mobile services.

What you’ll be doing

• Acting as the onsite EE/BT representative for your assigned customer, building strong and effective stakeholder relationships.
• Serving as a primary point of contact for customer requests, working closely with both customer and BT stakeholders.
• Managing mobile provisioning activities, service requests and incident resolution through customer and BT systems.
• Delivering a high-quality mobile fleet management service in line with agreed contractual and service commitments.
• Working collaboratively with internal teams to ensure seamless service delivery and positive customer outcomes.
• Identifying and resolving issues proactively, maintaining a customer-first approach at all times.
• Managing multiple priorities independently while maintaining high standards of service and compliance.
• Supporting customer requirements across different locations where required, including occasional UK travel for training and business needs.

Essential skills/experience

• Strong time management and organisational skills, with the ability to manage multiple priorities effectively.
• Ability to work independently, using initiative to deliver excellent customer outcomes.
• Strong communication and stakeholder management skills, with the confidence to build effective relationships with customers and colleagues.

Desirable skills/experience

• Strong problem-solving skills, with the ability to identify and resolve issues effectively.
• Excellent written and verbal communication skills, with confidence engaging a range of stakeholders.
• High level of attention to detail and accuracy when managing customer requests and data.
• Experience of incident management and service request processes in a customer-focused environment.
• Good reporting and analytical skills, including experience using Microsoft Excel.
• Experience of expense management, cost control, or supporting operational efficiency initiatives.

Our package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Ready to connect for good and help shape the future? Apply now.

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.