FAQs
What is the primary responsibility of a Customer Service Support Advisor?
The primary responsibility 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 necessary for this role?
Necessary skills 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 experience in complaint management required for this position?
Yes, experience in complaint management is one of the key skills needed for this position.
How does the role contribute to customer service excellence?
The role contributes to customer service excellence by implementing specific Customer Service management plans, creating value-based relationships with customers, and gathering customer information to provide insights for efficient issue management.
What does "executing brilliantly on clear priorities" mean in this context?
It means to effectively carry out tasks in alignment with the organization's goals and priorities to deliver value to customers and the wider business.
Is there room for growth and continuous improvement in this role?
Yes, there is an emphasis on continuous improvement opportunities to enhance the customer service team's processes and a growth mindset is encouraged to identify opportunities for personal and organizational growth.
Who will I be working with in this role?
You will be working under some supervision and in collaboration with a diverse team committed to customer service excellence and support.
What is the organization's approach to leadership?
The organization emphasizes inclusive leadership, inspiring trust through self-awareness, honesty, and integrity, while also focusing on owning outcomes and demonstrating a strong commercial focus.
Are there opportunities for professional development in this position?
Yes, the role encourages professional development, experimentation, and identifying growth opportunities for both individuals and the organization.
How does this position align with the broader objectives of the BT Group?
This position aims to achieve customer service objectives while aligning with the vision of the Customer Service team and the overall strategic goals of the BT Group.