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BT Business • Building 31, Budapest, Hungary

Service Request Coordinator

Salary:  competitive
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Job Description

Why BT?

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.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why Global?

With customers in 180 countries, we're a leading global business communications provider. We have 17,000 people serving multinational companies, providing the services they need to create the digital transformation of their businesses.

Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. Our Digital GS strategy we are moving to will help create a better future for GS and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.

To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.

Why this job matters

The role holder will be responsible for end to end management of complex service requests and enquiries placed on high complexity, major contracts and for delivering within the required SLA. They are in contact with the customer requestor providing information and updates on Service Request status and contribute to contract performance and revenue, as well as overall customer satisfaction. The Service Request Coordinator Expert is the subject matter expert of an account or of a process area within Service Request Management and provides support to other employees within this area. Role is key to improving win rates and revenue growth in the corresponding accounts.

What I’ll be doing – your accountabilities

  • Accountable for end to end timely management for Customer Complex Service Requests according to contract specific T&Cs
  • Manage pre-defined, complex, and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines
  • Keep customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports
  • Perform proactive jeopardy management and escalations to ensure adherence to customer SLA
  • Identify customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary
  • Assign tasks to relevant fulfilling teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks
  • Apply and maintain design and pricing and commercial guidelines and standard work instructions
  • Act as Delegate of Authority for commercial approval within agreed guidelines
  • Manage Service Request queues and assignment to SR Coordinators
  • Update Service Request Management standard systems
  • Manage contract specific billing trigger and inventory processes
  • Support contract team or other Service Request Management team within area of expertise
  • Continuously improve contract specific processes to increase customer satisfaction and profitability

Skills required for the job

  • Ability to meet the customer’s needs in line with the business requirements
  • Ability to comprehend and to systematically organize the various aspects of a problem or situation
  • Good knowledge of MS Office Applications
  • High level of accuracy
  • Excellent commercial sense
  • Excellent problem solving skills
  • Ability to work with needs and risks from all stakeholders and negotiating the required outcomes
  • Work with a cooperative attitude in group settings to achieve goals
  • Strong interpersonal skills

In case of internal application

In case of internal application please do not forget to inform your line manager about your willingness for the internal move. Please note that the future manager might ask for reference about you from your current line manager. Please also bear in mind that your salary will not be adjusted automatically, but the new Line Manager can request it via off-cycle process. In case you are not selected for the position, the Recruitment Team will let you know via email.

Company benefits

25 (UK) / 21 (India) days annual leave + bank holidays
Open to job sharing
Open to part time work for some roles
Flexible working week
Mental health platform access
Compassionate leave
Cinema discounts
Buy or sell annual leave – buy up to 5 days/year pro rata
Bank holiday swaps
Adoption leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Shared parental leave
Enhanced maternity leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Cycle to work scheme
Faith rooms
Pension match/increase
Salary sacrifice
Share options
Employee discounts
Employee assistance programme
Volunteer days – 3 volunteer days per year
Lunch and learns
L&D budget
Season ticket loan
Enhanced sick pay – 3 months
Optional unpaid leave
More information needed
More information needed
More information needed
Work-life balance
More information needed
Role modelling
More information needed
More information needed

Working at BT Business

Company employees

100,000 across BT Group (24,000 at BT Business)

Gender diversity (male:female)

74.3:25.7 (BT Group)

Office locations

UK wide (London, Birmingham, Bristol, Manchester, Liverpool, Glasgow & more), ROI, India, Hungary, Spain, United States, Australia

Hiring Countries

United Kingdom