Service Request Coordinator Expert (Fixed term, maternity cover)

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About the role

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’ll be doing

• 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

Essential Skills / Experience

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

Our Package

Compensation:
We believe in open conversations. If selected, salary details will be shared with you ahead of your interview, so you have clarity from the start.

Benefits:
• 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)

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.

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.