Why this job matters
Front line, technically aware customer service agents who demonstrate excellent process & operations skills (e.g. owning, driving, communicating/updating and all 3 BT values).What You’ll Be Doing
Working on the customer service desk and managing the Operational Readiness Testing function.Multi-tasking across various tools & applications essential to conduct the ORT checks.Managing email correspondence with Project Managers on ongoing Service Requests providing due feedback for quick action on ORT failuresEngaging in on-call discussions with tool teams & Project Managers to sort repeat ORT failuresInfluencing correction of ORT failures and ensure quick completion of ORTSkills
Product & Service Knowledge
Understand BT’s products and services to a solid foundational level, along with in-depth knowledge of BT’s operational and service processes.Networking Fundamentals
A basic understanding of networking concepts is essential, as the role involves more than just process execution—it serves as a gateway to Incident Management.Security Networking Product Expertise
Mandatory working knowledge of key security products, including:Firewalls:
Palo Alto, FortiGate, CheckpointSASE Solutions
: Prisma, Zscaler, FortiWeb, etc.ITIL Framework Familiarity
Understanding of ITIL principles and their application in service operations.Service Readiness & Acceptance into Service (AIS)
Hands-on experience in Service Readiness and AIS processes within the Security domain, including documentation, validation, and stakeholder coordination.Analytical & Problem-Solving Skills
Ability to analyze service-related issues and contribute to resolution planning and continuous improvement.Stakeholder Communication
Strong communication skills to collaborate effectively with Service Managers, Account Teams, and Contract Owners.Process Orientation & Documentation
Experience in maintaining service documentation, SOPs, and readiness checklists aligned with compliance and operational standards.About Us
BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
