BT, Service Management Agent Job Description, female agent with a headset on and smiling while looking at a computer screen

Service Management Agent Job Description

If you are searching for an office job and are passionate about providing exceptional customer service, a role working as a Service Management Agent could be a great fit for you.

Blue Arrow is looking for individuals to work with BT - one of the UK’s most well-known and successful digital and telecoms companies. As a highly reputable organisation, BT prides itself on standing out from the competition through providing the very best levels of service. If you too are service driven, we are keen to hear from you.

Whilst delivering outstanding customer service, you will be supporting BT’s customers with queries to resolve any issues and develop the overall service relationship.

Communicating via both telephone and email, you will need to be friendly, composed and keen to solve problems with the ultimate goal of helping others. Good listening skills are imperative, as is open mindedness and lots of empathy.

You will act as a point of escalation for customers therefore the capacity to remain calm under pressure and put people at ease is essential. You should also always be able to demonstrate resilience and positivity, and be willing to take ownership for resolving customer issues.

Central to the Service Management Agent role is the ongoing upholding and improvement of BT’s Net Promoter Scores (NPS) Working with internal stakeholders, you will also be accountable for ensuring all contractual Service Level Agreements (SLAs) are met.

You will further be responsible for implementing action plans that enhance and improve BT’s service offerings, so strong technology skills, the will to learn new systems and a great understanding of customer care processes are all desirable. You will need to carry out root cause analysis and be able to identify suitable corrective actions before implementing measures and processes that resolve those specific issues.

In addition to improving BT’s processes, you must be committed to using all tools available for self-development as well. BT will provide opportunities in the form of a learning and development zone, and peer and management support to ensure you are able to continuously expand your own expertise, and in turn, the company’s service levels.

The ideal candidate will be comfortable with working in a fast-paced office environment and with a high number of customers. You will be a practiced and confident communicator, able to connect well with others - both internal and external contacts. The ability to speak clearly and write well are essential qualities for this position in respect of:

  • Liaising with customers both on the phone and email

  • Recording interactions on BT’s central CRM system, and

  • Developing and sharing improvement plans internally

In summary, the most successful applicants will be those motivated to be the best and provide the best possible customer experience.

Key Responsibilities

  • Ensure the highest standards of customer service are always delivered

  • Act as a point of escalation for a high volume of inbound calls

  • Listen carefully to ensure callers’ requests are dealt with effectively and efficiently

  • Build relationships both internally and externally to encourage service excellence

  • Meet Key Performance Indicators (KPI) targets

  • Work to contract Service Level Agreements (SLAs)

  • Maintain and improve Net Promoter Scores (NPS)

  • Develop and share action plans for continuous improvement

  • Share best practice knowledge with colleagues to promote continuous improvement

  • Commitment to ongoing company and self-improvement

  • Ensure that BT’s full Code of Conduct is fully adhered to

Skills and Attributes

  • Customer focussed and highly driven

  • Continuous improvement mindset

  • Adaptability and the motivation to work in an ever-evolving industry

  • Strong knowledge of customer care processes and systems

  • Good analytical and planning skills

  • Problem solving skills and a passion for helping others

  • The ability to communicate well (both verbally and written)

  • The ability to demonstrate empathy and calmness

  • Prior experience of fast-paced office jobs is preferred

  • Good understanding of commercial telephone systems

  • Good computer skills (Microsoft office and knowledge of CRM systems)

  • A typing test of 98% accuracy and 50 words per minute

  • Disclosure and Barring Service (DBS) check is required

  • Standard ‘right to work’ checks are required

Prior customer care experience is essential for the Service Management Agent role but need not be limited to the digital or telecoms industry. You will need to have a comprehensive understanding of BT’s products and services, but relevant training will be provided to successful candidates who display sound customer service experience and the desire to become an advocate of BT’s high standards.

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 will you be working for one of the best-know household brands in the UK, but BT offers its people an attractive benefits package in return for their hard work and commitment.

BT has expanded into newer endeavours including a mobile network, TV, BT Sport and is a leading provider of Broadband throughout the UK. Staff benefit from an ever-evolving working environment (specifically office jobs, including Service Management Agents) in one of the most fast-paced, ambitious industries.

BT’s core values are Personal, Simple, Brilliant. If you think you would be a great match for the skills and attributes above, and also share BT’s values, then why not apply for a Service Management Agent role today

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