Customer Engineer

Job Description

Recruiter: Jayson Coley-Wynters

Career Grade: Team Member

Internal Closing Date: 16th December

Job Description

Customer Engineers

If you’re a natural people-person – someone who enjoys helping solve problems – this customer-facing role will fit perfectly around your life.

As our Customer Engineer you’ll visit business customers across your area to help them stay connected and get the best out of our services.

So, what’s the job exactly?

Check out our Customer Engineer page here to watch a video bringing to life what our Engineers do in a typical day.

We’re not looking for engineering experience, it’s really about customer service. You definitely won’t be digging, lifting or climbing telegraph poles.

As part of our Field Service family, you’ll visit a whole host of our business customers from small to large – anything from pet shops, coffee shops, hairdressers, warehouses and banks – who’ve contacted us for help with their broadband and network connections.

The engineer was incredibly helpful, knowledgeable and friendly. They knew there stuff and got me up and running in no time at all, BT Customer.

You’ll listen carefully to our customers’ problems and carry out some initial fault-finding. If there’s a simple fix, you’ll sort it there and then – for example:

• Restarting a router.
• Checking Wi-Fi signal strength to find the best set-up.
• Running an extension or moving equipment.
• Showing a customer how to use an app.
• Setting up phone solutions,
• Keeping our mobile 5G network running,
• Maintaining BTs fixed network
• Surveying customer sites including drone surveys (we’ll train you up)
• Most importantly, joining the dots – spotting ways we could improve the service we’re offering and reporting that back to the team.

If you can’t easily fix the issue, you’ll escalate it to one of our specialist teams and make sure your customer knows what will happen next. You’ll help get things back on track for our customers.

No technical experience? We welcome people with no technical experience however we’d be looking for your demonstrable customer service, problem solving and technical learning mindset. Where we receive an exceptional volume of applications relevant skills and experience will take priority.

We’ll provide your daily schedule, a uniform, laptop, mobile and a van to get you out to customers. All you need is a valid manual UK driving licence, a 90-minute travel requirement is expected, hence the need for a driver license being essential.

Beyond that, we look for natural people skills, can do attitude, and enthusiasm to learn - maybe you’re the first person your family call if the Wi-Fi isn’t working?!

Things to love about the role

Hear from Hannah one of our Customer Engineers, “I love the variety of work that comes my way, no two days are the same and each day is a new challenge which always keeps things interesting”.

We’ll provide training and team you up with a buddy – one of our more experienced team members – to guide you through your first few months.

You’re working independently but there’s plenty of support on hand from the team – we’ve always got your back!

If you’re looking for flexibility, we’ll do our best to accommodate you. That could be agreeing a certain start or finish time for your shifts or planning your route so your last call is close to home. You can even work part-time.

It’s a job you can switch off from at the end of the day.

Benefits

What’s in it for you.

You get all the brilliant benefits of working for a big business like BT including:

• A salary of £30, 458 a year
• Join our BT Pension scheme, minimum 5% Employee contribution, BT will contribute up to 10%
• 22 days’ annual leave increasing with service (plus 8 bank holidays)
• Equal family leave for all parents, no matter how your family is made up. 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
• 24/7 private virtual GP appointments for UK colleagues and immediate family members.
• Two weeks paid carer’s leave
• World-class training and opportunities across our business – if you want to develop your career, we’ll help you do that.
• Option to join BT Share Saving schemes.
• Discounts on broadband, mobile and TV packages for you and your family

Ready to apply?

Right now, we’re keen to hear from people who can support customers in and around Inverness

If you’re not in this area but you like the sound of the role, do submit your application and we’ll be in touch when we have something that’s closer to you.

#2CUSTEN25

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.