Other BT PLC sections
 

Customer service

Working in customer service means you’re responsible for getting our customers the help they need, when they need it most. Whether you’re helping our customers set-up or settle-in, solving billing queries or advising them how we’re going to improve their broadband speed, you’ll deliver a seamless service that keeps their world turning.

You’ll often be the very first point of contact for our customers, and sometimes they can be frustrated, angry or upset. People depend on our products and services to run their lives, so when there’s a problem we need to get it sorted as quickly as possible. It can be a challenging role, but our advisors love the satisfaction of solving problems and making our customers happy. Not to mention the many rewards and benefits they get too.

Whether you join us as a customer advisor or you’ve progressed to another advisor role, you’ll develop connections with our customers through personal conversations, understanding their issues and reassuring them we’re here to help. It’s important our customers trust us, so we do everything we can to deliver a personal and local service to keep them happy.  

Overview 

 

What we look for 

What we look for

Our advisors deal with people from all walks of life every single day. You’ll need to be able to quickly build rapport with customers, use your calm and unflappable nature to give them confidence you’ll solve their issues, whilst thinking on your feet to get to the root of the problem.

Whilst our customer advisors take the simpler everyday queries from customers, our more experienced advisors handle calls from customers who tend to have more complex issues. Either way, multi-tasking is a must. You could be trying to solve a technical query, running diagnostic tests, and checking the customer’s account all at the same time. It also takes a lot of patience and really good communication skills to make sure every customer understands what’s happening and how their issue is going to be resolved.

Resilience is a really important quality in all our advisors too. Taking call after call dealing with customer issues can be tough. But the satisfaction of solving problems and delighting our customers is why our advisors love their jobs – as well as the lively environment, brilliant colleagues, fun activities, rewards and big benefits package.

 

What makes a brilliant customer advisor?

To be fantastic in this role you need to be able to speak clearly and explain complex situations in simple ways. Empathy, understanding and resilience will be the keys to your success.

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Laura

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Working hours

At BT, being there when our customers need us is crucial. To make sure we’re on-hand to provide assistance when our customers need it the most, our people work shift patterns that ensure we can keep our contact centres open from Monday to Sunday, generally between the hours of 8am-10pm.

It’s a flexible approach to customer service and one that many of our advisors love. Whether that means getting to the gym when it’s nice and quiet or picking the kids up from school, our people fit their lifestyle around their work. We also make sure our evening and weekend shifts are shared evenly between everyone. That way our advisors can bring their best self to work every day.

So, how does that look?

  • If you’re full time, you’ll work 2.5-3 evenings (between 6pm-10pm) a week on average.
  • Over a ten-week period, this works out as 25 evenings, 6 Saturdays and 2 Sundays.

Working hours 

 

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