FAQs
What is the primary role of a Customer Service Support Advisor?
The primary role of a Customer Service Support Advisor is to assist customers across all channels, delivering customer value and success through support excellence and expertise regarding the BT Group's solution portfolio, with some supervision.
What skills are required for this position?
The required skills for this position include Billing, Communication, Complaint Management, Continuous Improvement, Customer Relationship Management, Decision Making, Escalation Management, Growth Mindset, Inclusive Leadership, Information Management, Issue Resolution, Problem Solving, Requirements Analysis, Stakeholder Management, Technical Support, and Time Management.
Is prior experience in customer service necessary for this role?
While prior experience in customer service is beneficial, specific qualifications may vary. The focus is on a willingness to learn and the ability to assist customers effectively.
How does the role contribute to customer satisfaction?
The Customer Service Support Advisor contributes to customer satisfaction by gathering information, understanding customer needs, and providing insights that help efficiently manage customer issues and enhance service quality.
What does 'continuous improvement' mean in this context?
Continuous improvement in this context refers to identifying and implementing opportunities to enhance customer service team processes, ensuring better outcomes for customers and increased efficiency.
Are there opportunities for growth within this role?
Yes, this role encourages a growth mindset, allowing individuals to experiment and identify opportunities for personal and organizational growth.
How does the company view leadership?
The company values inclusive leadership, focusing on building trust through self-awareness, honesty, and integrity, while also owning outcomes that benefit the broader organization.
What is the expected work environment for this position?
The expected work environment is typically collaborative, where staff may be required to work in a hybrid format, combining both remote and in-office work settings.
How are decision-making processes encouraged in this role?
Decision-making processes are encouraged by requiring Customer Service Support Advisors to take the right actions that benefit the organization, guided by clear priorities and a strong commercial focus.
What support is provided to ensure success in this role?
Support provided includes supervision during the implementation of customer service management plans, access to the BT Group's resource pool, and ongoing training opportunities to develop the necessary skills.