About the Company
BT Group is one of the world’s leading communications services companies, connecting millions of customers across the UK and globally. We provide a full range of services including broadband, TV, mobile, and landline, as well as complex networked IT services for the public and private sectors. With a rich history of innovation, we’re committed to delivering exceptional customer experiences and fostering a supportive, inclusive environment for our diverse workforce.
Job Description
Join the BT Group team as a Remote Customer Service Advisor and become a vital part of our mission to deliver outstanding service to our valued customers. This is an exciting opportunity for individuals who thrive on helping others and are looking for a stable career with a leading telecommunications company. You will work 100% remotely from the comfort of your own home, with all the necessary equipment provided by BT to ensure you have the best setup for success. You will be the first point of contact for customer inquiries, offering support, resolving issues, and providing information about our extensive range of products and services. Full, comprehensive training will be provided, making this an ideal role for individuals eager to start a career in customer service.
Key Responsibilities
- Answer inbound customer calls and respond to queries regarding BT products and services.
- Provide accurate, polite, and efficient information to resolve customer issues on first contact.
- Troubleshoot basic technical problems related to broadband, TV, and mobile services.
- Accurately document all customer interactions and resolutions in our systems.
- Escalate complex or unresolved issues to specialized departments when necessary.
- Maintain a high level of customer satisfaction by delivering a professional and empathetic service.
- Adhere to company policies, procedures, and service level agreements.
Required Skills
- Excellent verbal and written communication skills.
- A friendly, empathetic, and patient approach to customer interactions.
- Basic computer proficiency and ability to navigate various software applications.
- Strong problem-solving capabilities and attention to detail.
- Ability to work independently and manage time effectively in a home-based environment.
- Access to a reliable, high-speed internet connection (minimum recommended speeds will be discussed).
Preferred Qualifications
- Previous experience in a customer service, retail, or hospitality role is an advantage.
- Familiarity with telecommunications products or services.
- Ability to learn new systems and processes quickly.
- Strong organizational skills.
Perks & Benefits
- Competitive annual salary with performance incentives.
- Comprehensive benefits package including pension scheme and healthcare options.
- All necessary home office equipment (laptop, headset, monitor) provided.
- Full paid training program to equip you with all the knowledge you need.
- Generous holiday allowance.
- Opportunities for career advancement and professional development within BT Group.
- Employee discounts on BT products and services.
- Access to an employee assistance program.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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