9 Feb
2023
Full time Service Request Coordinator at BT
Job Description
About BT
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.
We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT.
This job can be based in either of the following locations: Bristol or Reading
About this role:
As a Service Request Coordinator, will be responsible for the end to end delivery of complex service requests enabling the successful delivery of secure national infrastructure for our Defence contract. You’ll work collaboratively across teams to ensure the successful fulfilment of orders, delivered within agreed timeframes, achieve our customer’s expectation of service excellence and flag up risk at the appropriate point and own escalations through to resolution.
There is an expectation to keep in contact with the customer to provide information and updates on Service Request status and contribute to contract performance and revenue, whilst achieving customer satisfaction. Our delivery is enhanced through business improvement using the Continuous Improvement methodology, and active participation is crucial to this role. This will be a desk-based role, in a secure environment, adhering to security protocols and therefore successful candidates must be willing to undergo Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years.
You’ll have the following responsibilities:
- Accountability for timely end to end delivery of Customer Service Requests according to contract specific T&Cs
- Managing pre-defined, complex, and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines
- Keeping customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports, to ensure a high level of customer satisfaction
- Performing proactive jeopardy management and escalations to ensure adherence to customer SLA
- Identifying customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary
- Assigning tasks to relevant fulfilment teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks
- Continuously improve contract specific processes to increase customer satisfaction and profitability
- Working to agreed operational performance measures, whilst maintaining the appropriate level of product, network & system knowledge for the role
You’ll have the following skills and experience:
- Excellent communication skills
- Good IT Literacy skills (MS Office) and able to work across multiple systems paying attention to detail and accuracy, right first time
- Prioritisation of workload, dealing with multiple complex orders
- Ability to work both independently & collaboratively as required
- Customer focused & result driven
Benefits:
At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
Benefits of working for BT include:
- 22 days annual leave (plus bank holidays)
- Generous pension scheme
- BT Share Plan
- Discounted BT products including TV, Broadband and Mobile
#LI-Onsite
Who is the BT Group
We’re the leading communications provider with customers in 180 countries. Across the world we enable customer’s digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..
We’re the leading communications provider with customers in 180 countries. Across the world we enable customer’s digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..
Location :Bristol
Closing Date : 18th Feb, 2023
HOW TO APPLY
Click Here to Submit your CV and Application on Company Website