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’ll be part of a dedicated team working for secure contracts to deliver a ‘Best in World’ experience for customers during incidents. Your customers will range from end users to technical help desk analysts/experts and other Service Providers.

This is a fantastic opportunity to build on your technical and customer service skills to further develop your career. You’ll be a first point of contact for our customers, supporting them when things have gone wrong- this could be for end users or technical help desk analysts or other Service Providers. 

There are a variety of different contracts that we work on within these teams, when you initially join, you’ll be fully trained in one area, but there will be scope to cross skill and be involved in different areas as you progress. 

You will work day shifts or full rota shifts which attracts approx £800 per month additional allowance.

You'll have the following responsibilities

• Answer customer calls and manage incidents within SLA, keeping your customer informed at all times

• Interpret customer requirements to accurately diagnose and resolve service issues, restore service via alternative means if available.

• Ensure that updates to the customer are timely and accurate., detailing root cause and action taken to resolve issues.

• Have an expert understanding of the customers’ network configuration and management.

• Assist where required in undertaking changes to the network and update the appropriate documentation to reflect the change

• To take personal ownership of customer issues and own escalations and/or complaints to a satisfactory resolution

• Jeopardy Manage potential SLA breaches via the formal escalation process, including timely communication to senior management.

• Ensure that all ticket updates are relevant and written appropriately, including the issue statement, course of action and next steps

You'll have the following skills & experience

• Cisco Networking skills – CCNA experience essential, CCNA qualification desirable

• Core Network Skills – ADSL, Ethernet, BT Wholesale Products

• Customer Service skills – proven communication with major customers

• Jeopardy Management skills – experience of prioritising tasks to meet Service Level Agreements

• MS Office Skills – experience of using Excel, Word, Outlook and PowerPoint to an advanced level

Please note that this role requires various clearances, including Police Vetting and Security Clearance amongst others. A pre-requisite for this is to have lived in the UK for the last 5 years, and as part of the interview process you’ll be given further information around the clearances, as it is mandatory that you are able to pass these and maintain them.

Benefits

This Team Member position has a base salary of £27,000 per annum

At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

- World-class training and development opportunities

- Discounted broadband, mobile and TV packages

- Share option and pension scheme programmes

- Flexible benefits to fit around you

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for 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!