Business Customer Service Representative - Onsite Team Guildford
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Overview
The Total Resource and On-Site Customer Representative team provides a bespoke 1st & 2nd line support function to our most valuable managed contract customer base. The primary goal is to deliver best in-class, tailored support to all BT/EE Managed Business Customers. The role holder is integral to the end-to-end delivery of all EE service propositions, managing communication and approach for incidents, service introduction, and order and inventory management. On a contractual basis the Total Resource and On-Site Customer Representative team will lead service and billing review meetings with the customer. The team may provide a desk- or on-site-based account service in addition to the first-line service desk, supporting the lifecycle of resolution management and account support.
The team will operate the customers tool-sets to support management of their mobile infrastructure and ensure customer reporting is in a format usable by managed customers. You will be our customers\' first point of contact, providing professional and knowledgeable responses and collaborating with Business and EE stakeholders across operations, Sales, Billing and Account Management up to Regional Director level. Where required, you will engage third-party vendors and external suppliers for platform changes, procurement, and supply. You will manage the customer from pre-sales through setup, first bill, and in-life desk and on-site account management, including initial support on prospect and bid support.
Role Responsibilities
* Work on own initiative in a high-pressure, customer-facing environment, making and advocating decisions on behalf of EE and BT Business.
* Ensure contractual commitments are met by the business and the customer.
* Be adaptable to change in a fast-paced environment and promote new services to improve the customer experience.
* Develop and maintain an effective network of internal and external contacts and relationships at all levels.
* Have general awareness of BT Business and EE propositions, policies, processes, and procedures.
* Hold good knowledge of EE platforms and their capabilities.
* Be highly skilled in IT and Microsoft applications (Excel, PowerPoint).
* Demonstrate excellent written and verbal communication skills.
* Adopt a consistent "Can Do" approach to tasks and deliver high standards of support to internal stakeholders and customers.
Skills You'll Need
* Excellent questioning and diagnostic skills.
* Ability to incident-manage complex IT and network issues through resolution, engaging with suppliers and internal partners.
* Set and manage stakeholder expectations, including customer and Global/UK account teams.
* Responsible for service tickets and ticket management across 1st, 2nd, and 3rd line support, using appropriate tools and systems.
* Maintain Keeping Customers Informed (KCI) processes with internal stakeholders and the customer up to CIO/Director level.
About BT
With over 175 years of heritage, BT is a flagship BT Group brand delivering secure connectivity and collaboration platforms to businesses of all sizes. We value diversity and inclusion and are committed to digital inclusion and supporting communities with digital skills.
Notes
We welcome flexible working arrangements where possible and offer reasonable adjustments for the selection process if required. If you don\'t meet every single requirement, please apply anyway as you may be the right candidate for this or other roles in our wider team.
Location: Guildford, England, United Kingdom
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