What you’ll be doing
1. Respond to incoming customer calls, chats & emails in a timely and professional manner, within agreed service levels.
2. Conduct pro-active calls and call backs in a timely and professional manner.
3. Demonstrate ownership and accountability throughout all customer contact, representing EE in the best possible light to the business customer base and acting as the customer champion within EE
4. To take responsibility for your own development, working with your Team Leader to create an ongoing personal development plan, highlighting areas for development and being proactive in fulfilling any development needs.
5. Flexibility to cross train and support with other complexities in the wider business area.
6. Assisting with any other key tasks as requested.
What skills you’ll need
7. Knowledge of EE products, services.
8. Computer literacy and previous use of contact centre technology.
9. Excellent communication skills.
10. Negotiations skills for dispute resolution.
11. Experience within business customer operations.
12. Experience of customer service in a B2B contact centre environment.
Benefits:
13. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
14. From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up
15. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
16. 22 days annual leave (not including bank holidays), increasing with service
17. 24/7 private virtual GP appointments for UK colleagues
18. 2 weeks carer’s leave
19. World-class training and development opportunities
20. Option to join BT Shares Saving schemes
A Few Points To Note: Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch. We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us. Don’t Meet Every Single Requirement: Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.