Service Request Coordinator

Job Req ID: 62028

Posting Date: TBC

Function: Business Operations

Location: Dumbarton & Chippenham

Salary: £31,529

About the role

The role holder will be responsible for the end-to-end delivery of complex service requests enabling the successful delivery of secure national infrastructure for our Defence contract.

Working collaboratively across teams to ensure the successful fulfilment of orders, delivered within agreed timeframes, and achieving our customer’s expectation of service excellence.

To flag up risk at the appropriate point and own escalations through to resolution.

There is an expectation to keep in contact with the customer to provide information and updates on Service Request status and contribute to contract performance and revenue, whilst achieving customer satisfaction. Our delivery is enhanced through business improvement using the Continuous Improvement methodology, and active participation is crucial to this role.

The individual will be working in a desk-based role, in a secure environment, adhering to security protocols.

The successful candidate must be willing to undergo Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years.

What you will be doing

• Accountable for timely end to end delivery of Customer Service Requests according to contract specific T&Cs.
• Managing pre-defined, complex, and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines.
• Keeping customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports, to ensure a high level of customer satisfaction.
• Performing proactive jeopardy management and escalations to ensure adherence to customer SLA.
• Identifying customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary.
• Assigning tasks to relevant fulfilment teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks.
• Continuously improve contract specific processes to increase customer satisfaction and profitability.
• Working to agreed operational performance measures, whilst maintaining the appropriate level of product, network & system knowledge for the role.

Essential Skills/Experience

• Good IT Literacy skills (MS Office) and able to work across multiple systems paying attention to detail and accuracy, right first time.
• Prioritisation of workload, dealing with multiple complex orders.
• Ability to work both independently & collaboratively as required.

Desirable Skills/Experience

• Excellent communication skills.
• Customer focused & result driven.
• Customer and contract knowledge.
• BT product and service awareness.
• ITTL & Compliance knowledge.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.