BT Group Remote Jobs Customer Support Jobs In UK
Industry: Private
Employment Type: Full Time
Work Hours: 8
Salary: £35 – £45Hour
Location: United Kingdom
Company : BT Group
Descriptions:
Why this job matters
In this role you manage a set of accounts by creating success plans and executing against them putting the customer first. They regularly check-in with the customer, understand the customer’s industry, business, and goals. They build a strong relationship toward becoming a trusted advisor, and service their transactional needs in an efficient and frictionless manner. They help the customer optimize the utilization of their existing and available products to ensure best practice adoption. They act as the customer and BT advocate internally and externally to ensure timely and positive outcomes delivering excellent levels of service and quality, consistently achieving results BT Group Remote Jobs Customer Support Jobs In UK
Your accountabilities
- Typically, responsible for leading a number of teams, around 5-10 Team Members.
- Accountable for customer satisfaction with a high level of potential impact.
- Responsible for managing a portfolio of customer accounts through proactive engagements.
- Responsible for being the voice of customer to support renewals, new deals, and expansion opportunities. BT Group Remote Jobs Customer Support Jobs In UK
- Owns the Customer Relationship at Middle Manager/ level (or higher) within Service.
- Understand customer’s goals, strategy, portfolio of products, and the value that they recognize from BT services.
- Responsible for driving continual improvements within the organization, helping to move toward greater account development and net promoter scores (NPS)
- Accountable for contractual cost reduction and efficiencies to deliver profitable customer satisfaction. BT Group Remote Jobs Customer Support Jobs In UK
- Managing significant risk / opportunities regarding the customer experience across multiple service solutions, product launches and operational areas.
- Accountable for supporting large and multiple smalls/medium enterprise customers.
- Holds accountability for the success of customer throughout the in-life of contract.
- Build and maintain strong customer relationships, becoming a trusted partner and consultant, helping on customer retention and loyalty.
Skills required for the job
- Onboarding – establishing relationships, educating the customer on BT resources and services, set expectations, identify business goals and objectives, and accelerate deployment readiness. BT Group Remote Jobs Customer Support Jobs In UK
- Deployment – to work with the Delivery Services Team to help, identify and prioritize the projects rollout and guarantee inventory integrity coming out from those projects.
- Drive – to understand customer’s business and operations, define Service Improvement Plans (SIP), educate customer on BT way of work, build and present customer KPIs and evaluate where BT can reduce waste for BT and customer, use data analytics skills and knowledge of data for analyzing and exploring the cause of issues, using evidence and available information to find the best solutions to problems.
- Personal – to accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others.
- Self-driven, self-motivated, enthusiastic and with a “can do” attitude.
- Expansion – to collaborate with Account Manager (AM) on account plan, understand account expansion strategy targeted by AM, and identify qualified add-on opportunities for AM, act and ‘eyes and ears’ for AM to deliver relevant information and relationships for opportunities, help leverage service roadmap workshop. The AM is responsible for ALL commercial activities and closing. BT Group Remote Jobs Customer Support Jobs In UK
Connected Leaders Behaviours:
- Put the customer first, promoting the breadth of services. Looks to fully understand the customers’ needs and align relevant solutions.
- Navigate relationships openly and honestly. You share knowledge and information to directly benefit or support others. BT Group Remote Jobs Customer Support Jobs In UK
- Communicate and persuade in a clear and professional way, avoiding jargon and making complex technical information easy to understand.
Key Decisions:
- To lead and manage a team of Customer Success Shared Desk Professionals, focused on building excellent service relationships and improving customer satisfaction within a defined customer base.BT Group Remote Jobs Customer Support Jobs In UK
- To be responsible for the service delivery of BTs IT systems and applications, revenue collection and debtor control
- To maintain an excellent high-level “peer” or above relationship with Account Directors, CIO and Account Teams, and to understand the market business domain and customer positioning.
- To attain an in-depth knowledge of customer environments, including their systems and applications locally and globally.
- Shape both short term and long term initiatives to drive change and improvements through the business. BT Group Remote Jobs Customer Support Jobs In UK
- To understand industry best practice service management to deliver a great customer experience.
- To use applied knowledge of BT products and services, operating across the wider BT functions, and how they relate and are applied to meet customer objectives.
Experience you would be expected to have
MANDATORY
- English language – written and oral to high level
- Bachelor’s degree in relevant field
- Experience working with customer facing role and ability to meet the customers’ needs in line with the business requirements.
- Excellent communication and interpersonal skills
- Experience with development of solution processes.
- Experience with project management methodology and techniques.
- Flexible approach, able to operate effectively with uncertainty and change.
- Self-driven, self-motivated, enthusiastic and with a “can do” attitude.
- Familiarity with Salesforce and NPS
- Advanced telecom managed services knowledge (e.g.: LAN, WAN, IPT, Security, Cloud, Conference, etc.)
- Experience in working with complex, multi-divisional, multi-geographical customers.
- Experience in collaborating with cross-functional teams (E.g.: Account, Contract, Technical, Projects, etc.)
- ITIL 4 Certified or equivalent
PREFERRED
- Experience in a Customer Success/ Customer Experience/ Service Management role.
About The BT Group Company:
BT Group, headquartered in London, is a leading telecommunications company in the United Kingdom, tracing its roots back to the establishment of the Electric Telegraph Company in 1846. With a diverse portfolio of services ranging from fixed-line, broadband, mobile, and TV services, BT Group plays a pivotal role in connecting people and businesses across the nation.
As one of the largest providers of telecommunications services in the UK, BT Group operates through several subsidiaries, including BT Consumer, BT Business, BT Global Services, and Openreach. BT Consumer focuses on delivering broadband, landline, and TV services to residential customers, while BT Business caters to the needs of small and medium-sized enterprises (SMEs) and corporate clients with tailored communication solutions.
Furthermore, BT Global Services offers managed networked IT services to multinational corporations, enabling seamless connectivity and digital transformation on a global scale. Openreach, a significant subsidiary, operates the national broadband and telephone network infrastructure, ensuring reliable and high-speed internet access for millions of households and businesses across the UK.
In addition to its core telecommunications services, BT Group is actively involved in innovation and research, driving advancements in technology and digital infrastructure. The company is committed to investing in cutting-edge solutions such as 5G, fiber-optic broadband, and digital television to meet the evolving needs of its customers and maintain its competitive edge in the industry.
BT Group also places a strong emphasis on corporate responsibility, addressing environmental sustainability, digital inclusion, and social welfare issues. Through initiatives like the BT Skills for Tomorrow program, the company aims to empower individuals with digital skills and bridge the digital divide in society.
In summary, BT Group stands as a cornerstone of the UK’s telecommunications landscape, providing essential connectivity services, driving innovation, and fostering social progress while embracing its responsibility as a corporate citizen.