Customer Service Agent

Job Description

Recruiter: Jayson Coley-Wynters

Salary: Competitive

Closing Date: 18th June 2024

Location: Devon, Cornwall

PLEASE NOTE: Role is subject to NPPV3 vetting clearance - Minimum 3 years residential status in the UK.

Why this job matters

The primary function of the Customer Service Analyst is the handling of incoming contacts and Service Requests via telephone, My IT and LiveChat, ensuring that all incidents and requests are logged, triaged, diagnosed and/or processed so that they are dealt with in accordance with contractual SLAs. A high level of detail and accuracy is required. To appropriately fulfil or field all requests that come through to the CSD with an aim to resolve at least 55% of contacts within the first contact.

Providing first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace, along with the first line support support for Dorset Police and WAN support for Avon & Somerset, Dorset and Wiltshire Police Forces.

As the first point of contact for the customer base this job is hugely important and forms the basis of the impression that the customer will have of BT.

What you'll be doing

• To provide technical First Line Support and resolve incoming contacts upon the first contact - in excess of 55%
• Maintain the necessary skills to support customer to provide first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace.
• Provide first line support
• Ensure that reported faults and Service Requests are responded to in line with SLAs.
• Effective management of 3rd party suppliers/resolvers to ensure optimal performance in line with associated SLAs.
• Provide an effective, professional response and solution(s) to reported Incidents/Requests
• Maintain relationships with contractual service providers and internal IT resolver groups.
• Restore normal service to the user as quickly as possible.
• Offer general guidance and advice to users, signposting to other services as required.
• Assist the team in achieving set targets such as first contact fix and incident response and resolution.
• Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.
• Be an advocate of world class customer service.
• Contribute to knowledge documentation activity
• Accurately implement and work in line with Company Policies and Procedures
• Maintain professional standards of quality of work, personal presentation and personal conduct
• Carry out additional responsibilities as requested by the Operational Co-ordinator/Service Desk Manager/Operations Manager
• Ensure that all Company matters are kept confidential at all times
• Take good care of all Company and Customer supplied tools and equipment
• Proactive 3rd party management and quick response to associated escalations

Skills required for the job

• Good interpersonal skills, polite telephone manner, effective communicator at all levels
• Understanding of the workings of a Service Desk and ITIL aligned processes
• Understanding of the DCP Contractual Towers, such as a Voice & Data Networks, Hosting Services.
• Effective listening skills and excellent attention to detail
• Active Directory account administration.
• Exchange account administration.
• Windows Server folder administration.
• General Microsoft Windows application support and installation. SCCM deployment.
• Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults.
• Experience of remote diagnosis and fixes via RDP, or other remote control system.
• Ability to work to deadlines and work as part of a team
• Able to prioritise own workload and often be self-reliant
• Able to use own initiative and self-motivated
• Good organisational skills
• Work well under pressure, good time manager, good team worker, ability to multi-task.
• Remain professional, tenacious and persevering in all situations
• Knowledge and appreciation for customer environment and challenges would be advantageous

Experience you would be expected to have

• Strong operational background,
• Excellent customer facing skills, strong senior stakeholder management (within customer & BT organisations)
• Self-management skills..
• Proven analytical skills and process orientated.
• Strong continuous improvement mind-set and experience.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities.

We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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.

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.