Service Reliability Engineer

Job Description

Why this job matters

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Skills

• To follow-up with various team’s resolver group for ongoing problems and issues
• To keep the queue sizes to as low as possible to ensure minimum attention to each customer complain and query.
• To attend various workshop and training arranged by management to improve the technical skills and BT product knowledge.
• To update the customer with Telco and BT internal maintenances.
• To keep apprise with various BT tools to ensure better visibility of BT events and thus ensuring better customer support.
• To keep delivering the service round the clock 24*7 regardless of the situation to ensure utmost customer service and satisfaction.

• Continuous feedback from customer on service and keep managers updated.
• Join weekly customer Operations call for providing high level comprehensive updates to customers and stake holders on different aspect of BAU.
• Comply with BT security policy, standards, baseline and procedures
• Complete all mandatory security trainings timely and successfully

What you’ll be doing

• Part of an L1 Service desk team, ensuring the team are operating at their most efficient, customer service focused and ensuring all contractual obligations are met in a timely manner.
• A shift role, covering 24/7, job holder will be required to cover flexible working hours/shift patterns as and when required.
• Works on the customer service Desk and pro-actively make calls to resolve customer issues at point of contact wherever possible.
• Manage auto generated SMARTs alerts tickets.
• Create incidents on BT Ticketing tool.
• Monitor SMARTS for issuing proactive incident notifications to customer over different communication channel.
• Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements).
• Logging into the respective PE and CE routers to check the interfaces.
• Escalate support calls to the appropriate 2nd line team
• Proactively recommend initiatives and improvements to enhance team performance.
• Close coordination with respective node and field support team for respective customers.

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

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.

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.