Customer Support Specialist

About the Company

BT Group is one of the world’s leading communications services companies, serving customers in 180 countries. We provide products and services to customers at home, at work, and on the move. Our global network connects over 1 million business customers and 30 million consumer customers across the UK. We are at the forefront of innovation, dedicated to connecting people and businesses, and we value diversity, inclusion, and the development of our employees.

Job Description

Join BT Group as a Hybrid Customer Support Specialist and become the voice of our brand. This entry-level role offers comprehensive paid training to equip you with the knowledge and skills needed to deliver exceptional service. You will be responsible for assisting our valued customers with a wide range of enquiries, from technical support to billing questions, ensuring a positive experience with every interaction. This is a hybrid role, meaning you’ll enjoy the best of both worlds – collaborative office time and the flexibility of working from home.

Key Responsibilities

• Provide first-class customer support via phone, email, and chat, addressing enquiries efficiently and professionally.
• Resolve customer issues and complaints with empathy and clear communication, escalating complex cases when necessary.
• Educate customers on BT products, services, and digital solutions, identifying opportunities to enhance their experience.
• Maintain accurate customer records and detailed documentation of interactions in our CRM system.
• Collaborate with team members and other departments to ensure seamless customer service delivery.
• Participate actively in all paid training sessions and ongoing professional development programs.
• Adhere to company policies, procedures, and service level agreements (SLAs).

Required Skills

• Excellent verbal and written communication skills in English.
• A strong desire to help people and solve problems.
• Basic computer proficiency and ability to learn new software quickly.
• Ability to work effectively both independently and as part of a team.
• Resilience and a positive attitude in a fast-paced environment.
• Demonstrated reliability and strong work ethic.

Preferred Qualifications

• Previous experience in a customer-facing role (retail, hospitality, call center).
• Familiarity with telecommunications products or services.
• Experience using CRM software or similar customer management tools.
• GCSEs or equivalent qualifications, including English and Maths.

Perks & Benefits

• Comprehensive paid training program from day one.
• Competitive salary and performance-based incentives.
• Generous holiday allowance.
• Company pension scheme.
• Access to exclusive BT product discounts.
• Health and wellness programs.
• Opportunities for career progression and professional development within a global company.
• Supportive and inclusive work environment.

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