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 BT, 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 BT. 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

You will be part of an important shared service team within BT Group, responsible for complex enquiry management for our Business 2 Business customers whilst providing excellent customer service.

As a member of the Managed Enquiries Team within Group Customer Billing & Assurance, your responsibilities include investigating and resolving issues that affect cash collection, customer billing, data integrity and customer satisfaction.

Enquiry resolution is key, cases can be complex, however you will relish in owning customer disputes end to end until the issue is resolved and the customer is happy with the outcome & willing to settle the outstanding balance.

You will be liaising and linking in with stakeholders and other teams to resolve disputes, such as our finance, order, sales and collections teams. Your strong communication skills will ensure that we engage the right people at the right time.

Organisation is a must for you. Accurate records need to be kept whilst you are working to resolve issues for our customers. You will do this by understanding the problem and keeping customers and stakeholders up to date, building relationships and instilling trust as you go.

The job you do will be important to you and our customers. You will provide a customer seamless customer journey and will take pride in resolving disputes for them.

You'll have the following responsibilities

You will be targeted against KPI’s pertinent to the team. Quality will be measured though checks completed on telephone calls with customers, enquiries resolved through manager checks and Medallia surveys completed by your customers.

Taking the necessary steps to ensure dispute and resolution against cases assigned to you whilst maintaining a brilliant customer experience.

Ensuring that high standards are achieved and maintained within the team through driving best practice behaviours and coaching/feedback.

Pro-actively planning customer calls ensuring the call is effective, covers all appropriate debts/enquiries and that full or part payment is received.

Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales.

Act as a single point of contact and identify ‘root causes’ and work with necessary teams/units and stakeholders to resolve future occurrences.

Ensuring promises made to the customer are kept, with proactive contact where failure is anticipated.

Escalating where delays are being experienced in resolving customer issues which could result in late payment of invoices/impact customer experience.

Meeting set targets for enquiry resolution, productivity, quality, and customer experience.

Protecting and developing customer loyalty through the provision of an excellent Billing service to our customers.

Ensuring all communication with our customers is clear and concise and portrays BT in a positive and professional image at all times.

Providing cover for colleagues during periods of absence to ensure that key tasks are covered

Co-ordinating requests for credits, debits and/or orders to be raised on appropriate ‘live’ accounts.

Attending conference calls/meetings/1:1’s/forums when/where required

Supporting your colleagues, Line Manager and the wider Group Customer Billing & Assurance teams.

You'll have the following skills & experience

Background and experience in Customer experience/service, most preferably enquiry handling

Experience in managing key stakeholder relationships across operational and virtual teams

Excellent organisational skills, highly motivated with the ability to prioritise, manage and collaborate with the wider virtual team to ensure that customer issues are successfully executed and brought to closure with all outstanding balances settled

Excellent Customer relationship skills including strong communication, rapport building, with strong written and verbal competency.

Effective negotiation, influencing and problem solving skills and the ability to manage conflict well.

Confident decision maker, able to consistently display tact and diplomacy with the ability to reasonably defend decisions where required.

Hard working, results oriented, team player with a credible track record of successful enquiry resolution.

Compliance and adherence to policy and process to ensure SARBOX controls are met and any financial transactions are carried out under the appropriate delegation of authority.

Proficient in range of Microsoft office software, Excel, Outlook, PowerPoint, Word, Access, SharePoint etc.

Safeguard customer data in line with GDPR regulations and all other process and policy pertinent to protecting sensitive information

Benefits

Competitive salary and on-target bonus plan

World-class training and development opportunities

22 days’ annual leave (not including bank holidays)

Discounted broadband, mobile and TV packages

Share option and pension scheme programmes

Flexible benefits to fit around you

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

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!