Service Request Coordinator Expert

Job Description

BT in Hungary

BT has been operating in Hungary since 1999. In addition to its sales office for the EMEA region, the company established its business service centre, BT ROC, in Hungary in 2007, with offices in Budapest and Debrecen. The Hungarian hub handles a wide range of client services including managed services, project management, business administration, high value-add network and service design and a lot more. Our complex operations enables colleagues to participate fully in the customer journey. BT ROC has been awarded with Randstad’s Most Attractive Employers award – TOP 2 for the second time in a row, ensuring recognition of its commitment to providing an outstanding work environment. We are dedicated to employee satisfaction, professional growth, and a supportive, diverse, and inclusive workplace culture.

Why BT?

We’ve always been an organization 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 an d pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

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 you will 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

Experience you would be expected to have

• Bachelor’s degree or at least 2 years of experience in a similar role
• Experience and knowledge of ITIL is an advantage
• Six Sigma / Lean experience is an advantage

What we offer

Compensation and benefits:
• Attractive salary
• Cafeteria package - HUF 600,000/ year
• Performance-based bonus
• Comprehensive private health care package for all the employees, which can be extended to family members
• Nursery support for mothers returning from maternity
• Extended paternity leave: 10+10 day fully paid days
• Commuting allowance
• Home office allowance
• Employee discount opportunities
• Highly affordable mobile packages for the family as well

Work atmosphere and community:
• New high-class offices both in Budapest and Debrecen
• Wide-range of company and community programmes (including support for different sport activities)

Flexibility:
• Family-friendly culture
• Smart working approach (hybrid working model, 3 together, 2 wherever)

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.

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.

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.