Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at Openreach, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at Openreach. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

It’s all about providing amazing service to our customers, no matter who they are or what support they need.  Whether that’s answering questions, understanding problems if things don’t run smoothly and connecting customers with the right team

There will be a mixture of on-line, inbound and outbound calls and off-line work including E-Chat 

When times are quiet you will undertake work such as updating customer records to ensure work flows smoothly, dealing with system exceptions, and resolving simple issues.

This role is a 37.5-hour (5 days) working week, where you will be required to work at least 1 day every weekend. The shift pattern will be 8am-8pm Monday to Friday and 8am – 6pm Saturday and Sunday. 

You'll have the following responsibilities

• Helping customers – you will understand the customer journey and you will support our customers by phone, email, e-chat or through central systems.

• Finding Solutions – where a customer order has gone wrong, you’ll be able to look at our internal systems to see where the problem is, work with the responsible team to get them to resolve the issue and give the customer confidence that we will be able to fix their problem quickly.  You’ll need to be organised and know when it’s right to refer a customer to another team.

• Sticking to what you’ve agreed – if you’ve said you’ll get back in touch with a customer by the end of the day, be as good as your word, always.

• Relating to customers – whether it’s by phone or on-line.  You will enjoy talking to people and listening too, so you understand where they’re coming from.   Simplicity and clarity are everything, spoken or in writing, you will be assured and non-confrontational, getting the facts across in a way that’s easy to understand and helpful.  

• Using your time wisely – it’s never OK to keep the customer waiting.  You will need to manage your time carefully, so that the experience for all our customers is consistently great.  You’ll understand when customers can self-serve, so that you can help them to help themselves too.

• Keeping calm – customers might be upset, frustrated or angry. You’ll take it in your stride, showing empathy, listening and being clear about what happens next. 

• Paying attention to detail –You will check everything we’ve done and think it through to find the right answer.  You’ll also write quality notes for a strong audit trail and will take time to read them too, so that customers don’t have to repeat themselves.

• Thinking for yourself –You’ll understand a range of standard systems and tools available, so that you can get the job done in the most effective way.  If you spot something that could be better, you will tell your manager.  We all need to play our part and to take action, so that problems we find don’t happen again.

• Owning the issue – you will be accountable for the customer experience and will be flexible to meet their needs and that of the business too.  The problem’s not over till it’s over. (That is, until the customer’s happy.)  Sometimes colleagues across the business, or our partners’ businesses, might need more than one chase to help you fix the customers issue, allowing you to keep the customer informed.

• Expanding your knowledge – it’s part of your role to keep up-to-date and to seek help as needed.

• Working with colleagues – you’ll enjoy being one of the team, with the drive to own your personal performance too.

You'll have the following skills & experience

• Proven experience customer service working in a customer service role  

• Strong written and verbal skills 

• Be highly organised and have the ability to multitask. 

• Have an eye for details and strong problem-solving skills. 

Benefits

As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed.

About Openreach

Openreach Limited runs the nation’s digital network. We play a key role in British society, helping homes, schools, hospitals, broadcasters, government, businesses and more connect to the world.

We're a wholly owned subsidiary of BT Group, and our customers are the 640+ communications providers who sell phone, broadband and Ethernet services to homes and businesses. And we’re on a mission - to make the country’s digital network services faster, better and more affordable.

Our people are experienced, resourceful and innovative, working on vital projects that help support the nation at work, in learning, on the move, at rest, at play, in emergencies and much more.

So if you’d like to be a part of an exciting organisation that’s making a real difference, why not join us today? You can read more here about working at Openreach.

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!