Customer Service Support Advisor

As a Customer Service Advisor 2 at BT Group, your role is crucial in delivering customer value and success through support excellence and expertise in the BT Group's solution portfolio. Your key responsibilities include: - Assisting in the implementation of specific Customer Service management plans under supervision. - Creating value-based relationships with customers to optimize customer service using BT Group's resource pool within guidelines and with some supervision. - Gathering customer information, performing analysis, understanding customer needs, and providing customer service insight for efficient management of customer issues. - Executing and delivering work often covered by existing procedures to achieve objectives and the vision of the Customer Service team. - Assisting in the implementation of continuous improvement opportunities to enhance the customer service team processes. The skills required for this role include: - Billing - Communication - Complaint Management - Continuous Improvement - Customer Relationship Management - Decision Making - Escalation Management - Growth Mindset - Inclusive Leadership - Information Management - Issue Resolution - Problem Solving - Requirements Analysis - Stakeholder Management - Technical Support - Time Management In addition to the key responsibilities and skills, as part of BT Group, you will be expected to adhere to the company's leadership standards, which include: - Leading inclusively and safely by inspiring and building trust through self-awareness, honesty, and integrity. - Owning outcomes by making decisions that benefit the broader organization. - Delivering for the customer by executing brilliantly on clear priorities that add value to customers and the wider business. - Being commercially savvy by demonstrating a strong commercial focus and bringing an external perspective to decision-making. - Embracing a growth mindset by experimenting and identifying opportunities for growth for both yourself and the organization. - Building for the future by creating diverse future-ready teams where all individuals can be at their best. This job is essential in ensuring customer satisfaction and contributing to the overall success of the Customer Service team at BT Group.,