Trainee Customer Service Support Advisor

**Please note this Req is only opened for External Referrals, not for the internal applicants for an IJP.**

About the role

The Customer Service Advisor 1 assists customers across all channels, delivering customer value and success providing support excellence regarding the BT Group's solution portfolio, all with full supervision.
The Trainee Customer Service Support Advisor supports customers across multiple channels, delivering exceptional service and maximizing customer value through effective support and expertise in BT Group’s solutions portfolio, while working under appropriate supervision.

What you’ll be doing

• Supports the implementation of customer service strategies and operational plans under appropriate supervision
• Contributes to building value-driven customer relationships to enhance service delivery while effectively leveraging BT Group resources and adhering to established guidelines
• Collects and analyses customer information to identify needs, provide service insights, and support the timely resolution of customer issues
• Executes and delivers customer service activities in line with established procedures, contributing to team objectives and overall service vision
• Assists in identifying and implementing continuous improvement initiatives to enhance customer service processes, efficiency, and customer experience

Essential Skills / Experience

• Excellent verbal and written communication
• Active listening and empathy
• Customer relationship management
• Problem-solving and troubleshooting
• Conflict resolution and de-escalation
• Time management and multitasking
• Attention to detail
• Decision-making and critical thinking
• Team collaboration
• Complaint handling and case management
• Adaptability and resilience
• Ability to meet KPIs, SLAs, and quality standards
• Customer-focused mindset

Must be graduate post 2023 year.

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.