BT Customer Service Advisor job description

If you describe yourself as a ‘people person’ and display the expertise listed below, then a Customer Service Advisor position with BT could be your perfect role.

Through our long-standing partnership with household brand BT, there are various Customer Service Advisor opportunities across the UK, with key locations including:

• Londonderry
• Belfast
• Dundee
• Glasgow
• Liverpool
• Nottingham
• Portadown
• Wakefield

The vacancies on offer span several different areas within the business, meaning the style and level of customer service required will differ between each. The roles could involve providing internal business support, which will see you mastering internal terminology, liaising with field engineers and other service desks, and keeping BT’s operations running smoothly. You could also assist members of the public with telecom queries, technical difficulties, or billing enquiries. Further positions are within fast-paced 999 contact centres where the ability to remain calm under pressure whilst keeping others calm is vital.

The Customer Service Advisor opportunities with BT would ideally suit individuals passionate about providing exceptional customer service. If you have excellent listening skills and can forge relationships with a wide range of people and personalities, this could be the perfect role for you. 

Great communication skills, patience, and resilience are essential for handling a large volume of calls. The ability to multitask would also benefit BT’s Customer Service Advisors when liaising with customers and using multiple systems to log call information accurately. A good standard of writing competency is a must for call logging and CRM updating.

• Deliver exceptional customer service, efficiently and in line with BT’s vision and values
• Support all customers in a professional, friendly manner
• Solve all customer queries whilst remaining calm and helpful
• Engage with internal and external stakeholders
• Build relationships with colleagues and share/encourage best practice
• Log all communications and interactions on a central BT system

• Substantial Customer Service experience is not essential but would be advantageous; a customer focus is crucial
• A Disclosure and Barring Service (DBS) check is required
• Standard ‘right to work’ checks are required
• Candidates must complete a typing test
• Excellent verbal and written communication skills
• Patience, diplomacy and resilience. Plus, open-mindedness and empathy
• The ability to remain calm under pressure, to think quickly and independently
• The ability to follow predefined processes and structure questions
• A genuine motivation to want to problem solve to help other people
• Basic computer literacy (Microsoft Office) and confidence with technology
• Experience of phone systems and CRM systems would be an advantage

Call Centre Advisor experience is not essential but would be beneficial. Instead, a desire to provide outstanding customer service and the ability to build great rapport are more important to having had a previous customer service/call centre role. As many of BT’s roles are for Relay UK and the 999 service, a typing test is required, with successful applicants gaining 98% accuracy and a typing speed of 50 words per minute.

We at Blue Arrow are proud to have a long-standing relationship with BT, and we are pleased to be able to support BT with roles which make a real difference, such as working within the 999 contact centre service, which is responsible for saving lives each and every day. The perfect candidate would be someone who shares our enthusiasm and passion for making a difference.

As a key player in the fast-paced, ever-changing digital industry, working for BT promises to be exciting and offers ongoing opportunities. Not only would you be working for one of the best-known household brands in the UK, but you would also be working for one of the best-known household brands in the UK.

So, if you want to work for an employer committed to employees’ personal development, view our Customer Service Advisor job adverts below and apply today.