Customer Service Support Advisor

About BT

• BT Group is a leading UK-based telecommunications and technology company.
• It provides broadband, mobile, voice, network, and digital services to customers worldwide.
• BT serves individual customers, businesses, and large organisations.
• Its major brands include BT, EE, and Openreach.
• BT focuses on connectivity, customer experience, technology, and digital transformation.

Role Description

The Service Delivery Advisor provides brilliant and personal service for customers across a variety of products and services across the customer base, ensuring the contractual/agreed levels of service are maintained. Driving effective customer relationships through meeting our commitments, delivering stand out experiences, maintaining operational integrity and minimising their need to contact us.

Key Responsibilities

• Provide excellent customer service across products and services.
• Build strong customer relationships and ensure timely service delivery.
• Handle customer queries, complaints, escalations, and refunds.
• Identify root causes and coordinate with relevant teams for resolution.
• Manage Finance tasks including invoicing, reporting, and email handling.
• Ensure SLA adherence and escalate breaches when required.
• Work with internal and external stakeholders to resolve complex issues.
• Maintain strong knowledge of products, processes, and customer journeys.
• Proactively address customer needs and provide effective resolutions.

Skills required for the job 

• Growth mindset |   Decision making | Service level agreement management | Problem solving | Communication | Incident management | Business process improvement | Risk call outs | Continuous improvement | Change management | Excellent Arithmetic skills used for decision making| Analytical ability| Excellent client interaction skills

Experience you would be expected to have 

• Bachelors degree with arithmetic is mandate, preferably B. Com, BBA, others are also    welcome.
  • Minimum 2 years of experience
  • Must be proficient in arithmetic calculations
  • Excellent Interpersonal Skills and ability to work with others in a teamwork

environment.
• Understanding of Openreach reporting, products & services preferred
• Added advantage of analytical skills