FAQs
What are the main responsibilities of a Customer Service Support Advisor?
The main responsibilities include assisting in the implementation of customer service management plans, creating value-based relationships with customers, gathering customer information, and executing work according to established procedures to achieve the objectives of the Customer Service team.
What skills are required for this position?
The required skills 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, and Time Management.
Is prior experience in customer service necessary for this role?
While prior experience in customer service is beneficial, the role generally seeks candidates with a willingness to learn and a strong focus on customer support excellence.
What is the company's approach to leadership?
The company's leadership approach emphasizes inclusivity, accountability, delivering value to customers, commercial awareness, fostering a growth mindset, and building future-ready teams.
What type of training will I receive as a Customer Service Support Advisor?
You will receive training that provides a thorough understanding of BT Group's solution portfolio, customer service processes, and skills necessary to assist customers effectively.
Are there opportunities for career advancement in this role?
Yes, the role encourages a growth mindset, and there are opportunities to experiment with new ideas and identify growth opportunities, both personally and for the organization.
Will I be supervised while performing my duties?
Yes, you will have some supervision while implementing customer service management plans and creating customer relationships, ensuring you have guidance as you develop in the role.
What is meant by a "growth mindset" in the context of this position?
A growth mindset refers to the belief in the potential for personal and professional development through learning, experimentation, and the pursuit of new opportunities for both the individual and the organization.
How do we handle customer complaints?
Customer complaints are managed through effective complaint management processes, where customer needs are understood, issues are resolved, and insights are gathered for continuous improvement.
What kind of working environment can I expect?
You can expect a supportive working environment focused on teamwork, collaboration, and continuous improvement, where every individual is encouraged to be at their best.