Customer Service Advisor

We are looking for engaging individuals with a professional yet friendly manner, who have a genuine interest in helping others to solve their problems.

If you describe yourself as a ‘people person’ and display the expertise listed below, then a Customer Service Advisor position with BT could be the perfect role for you.

Through our long-standing partnership with household brand BT, there are various Customer Service Advisor opportunities across the UK, with key locations including:

• Londonderry

• Belfast

• Dundee

• Glasgow

• Liverpool

• Nottingham

• Portadown

• Wakefield

The vacancies on offer span a number of different areas within the business, meaning the style and level of customer service required will differ between each. The roles could involve you providing business support internally, which will see you mastering internal terminology, liaising with field engineers and other service desks, and keeping BT’s operations running smoothly. Or, you could be assisting members of the public with telecoms queries, technical difficulties, or billing enquiries. Further positions are within fast paced 999 contact centres where the ability to remain calm under pressure, whilst keeping others calm, is vital.

The Customer Service Advisor opportunities with BT would be ideally suited to individuals with a passion for providing exceptional customer service. If you have excellent listening skills and are able to forge relationships with a wide range of people and personalities, this could be the perfect role for you. 

Where you will be responsible for handling a large volume of calls, great communication skills are essential, as are patience and resilience. The ability to multitask would further be of benefit for BT’s Customer Service Advisors when liaising with customers alongside using multiple systems for logging call information accurately. For the purpose of call logging and CRM updating, a good standard of writing competency is a must.

Key Responsibilities

• Deliver exceptional customer service, efficiently and in line with BT’s vision and values

• Support all customers in a professional, friendly manner

• Solve all customer queries whilst remaining calm and helpful

• Engage with internal and external stakeholders

• Build relationships with colleagues and share/encourage best practice

• Log all communications and interactions on a central BT system

Skills and Attributes

• Substantial Customer Service experience is not essential but would be advantageous; a customer focus is crucial

• A Disclosure and Barring Service (DBS) check is required

• Standard ‘right to work’ checks are required

• Candidates must complete a typing test

• Excellent verbal and written communication skills

• Patience, diplomacy and resilience. Plus, open-mindedness and empathy

• The ability to remain calm under pressure, to think quickly and independently

• The ability to follow predefined processes and structure questions

• A genuine motivation to want to problem solve to help other people

• Basic computer literacy (Microsoft Office) and confidence with technology

• Experience of phone systems and CRM systems would be an advantage 

Call Centre Advisor experience is not essential but would be beneficial. Instead, a desire to provide outstanding customer service and the ability to build great rapport are more important to having had a previous customer service/call centre role. As many of BT’s roles are for Relay UK and the 999 service, a typing test is required with successful applicants gaining 98% accuracy and a typing speed of 50 words per minute.

We at Blue Arrow are proud to have a long-standing relationship with BT, and we are pleased to be able to support BT with roles which make a real difference, such as working within the 999 contact centre service which is responsible for saving lives each and every day. The perfect candidate would be someone who shares our enthusiasm and passion for making a difference.

As a key player in the fast-paced, ever-changing digital industry, working for BT promises to be exciting and offers ongoing opportunities. Not only would you be working for one of the best-know household brands in the UK.

So, if you are looking to work for an employer committed to employees’ personal development, view our Customer Service Advisor job adverts below, and apply today.