Join BT as a Customer Success Agent in Manchester. This role involves taking end-to-end ownership of business customer journeys, handling inbound queries, and ensuring seamless service delivery for products like Broadband and Digital Voice.
Requirements
Strong customer service and empathetic communication skills.
Experience in handling escalations and complaint resolution.
Ability to work across multiple systems and prioritise tasks.
No specific degree or minimum years of experience stated in the posting.
Skills & Responsibilities
Customer Service: Deliver clear, empathetic communication and effective expectation management to ensure a reassuring experience.
Problem Solving: Take end-to-end ownership of customer cases, resolving service and Early Life issues with a focus on First Contact Resolution.
Technical Communication: Explain technical information clearly to business customers and add value through suitable opportunities.
System Navigation: Work across multiple systems efficiently while maintaining accurate records and collaborating with specialist teams.
Potential transition routes: People from retail, hospitality, or general administration may bring strong interpersonal and problem-solving skills, alongside meeting the important customer service requirements.
Job description
Location: Manchester
Grade: TMSV3 (pre-evaluation)
Role: Customer Success Agent
We’re looking for a confident and customer-focused Customer Success Agent to take ownership of business customer journeys dealing with products such as, but not limited to, Broadband, BTnet and Digital Voice.
You’ll support customers from order through activation and Early Life, handle inbound queries, resolve issues and complaints, validate first bills and work with specialist teams to keep cases moving through to resolution.
Key requirements
Strong customer service skills, with clear, empathetic communication and effective expectation management.
Strong customer service skills, with clear, empathetic communication and effective expectation management.
Confidence in taking end-to-end ownership of customer cases, including escalations and complaint resolution.
Confidence in taking end-to-end ownership of customer cases, including escalations and complaint resolution.
Ability to work across multiple systems, prioritise effectively and maintain accurate records.
Ability to work across multiple systems, prioritise effectively and maintain accurate records.
A practical approach to resolving service, order and Early Life issues, with a focus on First Contact Resolution.
A practical approach to resolving service, order and Early Life issues, with a focus on First Contact Resolution.
Ability to explain technical information clearly and identify suitable opportunities that add value for customers.
Ability to explain technical information clearly and identify suitable opportunities that add value for customers.
Willingness to learn new products, processes and systems quickly; knowledge of BT networks or order journeys would be advantageous.
Willingness to learn new products, processes and systems quickly; knowledge of BT networks or order journeys would be advantageous.
If you’re proactive, accountable and passionate about delivering a straightforward, reassuring customer experience, we’d like to hear from you.
Once you have applied you will be sent a link to complete a short online assessment please ensure you complete this so we can look at inviting you to the next stage of the process.
