Superfast broadband. BT mobile. TV and HD sport. At BT, we entertain, educate and help millions of people to connect every day. To ensure our service is the very best it can be, we’re making it more personal and local than ever before. That’s why we need dedicated Customer Advisors to join us – people who can build a personal connection with our customers and provide them with a swift solution.
Be supportive. Be personal.
We’re looking for people who can communicate confidently and listen intently whilst working out how to solve problems to keep our customers happy. You’ll be taking calls from customers who may have connection issues, billing queries or technical faults. You don’t need heaps of technical expertise; but you should have a natural flair for conversation, genuine empathy and the resilience to address customer issues call after call. You’ll become a specialist in your area so you’re more likely to resolve our customers’ issues quickly and on the first call.
As a Customer Advisor you’ll often be the very first point of contact for our customers, and sometimes they can be frustrated, angry or upset. You’ll need lots of patience, but with your unflappable nature and personal approach, you’ll calmly reassure them that you’re there to help. Let’s be honest, sometimes it can be tough so you’ll need a thick skin, but the satisfaction you get from solving customers’ problems is one of the main reasons our advisors love coming to work every day. You’re surrounded by brilliant colleagues who love what they do and encourage and support each other. The atmosphere in the contact centres is lively and fun – there’s always something going on to entertain you or get involved in, and with our training and support, there are lots of opportunities to build a long career.
To be a brilliant Customer Advisor, you’ll need to have:
• Excellent listening skills and natural empathy
• Top-notch troubleshooting and problem-solving skills
• A genuine passion for customer service
• A professional telephone manner
• Strong communication skills, with a natural flair for conversation
• Resilience, understanding and patience
• Effective time management
• An openness to feedback and confidence working with others.
Be part of something special.
When you join us, you’ll become part of a well-established company that looks after its employees just as well as its customers. As a permanent employee, you can look forward to the following perks:
• A generous starting salary of £18,250 plus bonus (£900 on target)
• 22 days’ paid annual leave (increasing incrementally to 30 days over 18 years)
• A contributory pension scheme
• Share save scheme
• Free BT Broadband and discounts on BT products such as BT Mobile and BT TV
• Discounted retail vouchers
• Childcare vouchers
• Opportunity to buy extra holiday.
We’re committed to helping you develop a long and rewarding career with us. To ensure you have all the skills you need to succeed, we’ll provide you with excellent training and plenty of support throughout your time at BT.
Generally, our centres are open between 8am and 10pm, 365 days a year including bank holidays. Shifts could be any time during these hours. Whilst we'll give you notice of your shifts in advance you'll need to be available during these hours. Over a 10-week period, people usually work the following shifts – six Saturdays, two Sundays and 25 evening shifts.
At BT, we’re creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.