SERVICE - TM 3

Job Req ID: 50564
Posting Date: 28 Aug 2025
Function: BT contact centres
Unit: Business
Location:Guildford Business Park, Guildford, United Kingdom
Salary: Competitive

SKILLS YOU’LL NEED

• Excellent questioning and diagnostic skills
• Ability to incident manage complex IT and network issues, through to resolution engaging constructively with suppliers and internal partners.
• To set and manage stakeholder expectations including customer and Global and UK account teams
• The role will be responsible for service tickets and ticket management, working with 1st, 2nd & 3rd line Technical

Support, (and where applicable) utilising network tools and systems to diagnose customer network/provisioning issues.

• Exceptionally high quality KCI (Keeping Customer Informed) processes will be owned by the Total Resource and On-Site representatives, include internal Business and EE stakeholders and the customer – at all levels up to CIO and Director level

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.

• Being able to work on own initiative, in a high pressure customer facing environment, making and advocating decisions made on behalf of EE and BT Business.
• Key to this role is to ensure contractual commitments are met by Business and the customer.
• Be adaptable to change in a fast-paced environment and will endeavour to promote new services and functionally to improve the customers experience
• Proven ability to develop and maintain an effective network of contacts and build relationships at all levels of the organisation and externally with suppliers and partners and customer.
• General awareness of BT Business and EE propositions, including policy/process/procedures
• Good knowledge of EE platforms and their capabilities
• Highly skilled and literate in IT and programmes such as Microsoft Applications, such as Microsoft Excel and PowerPoint
• Excellent communication skills, both written and verbal
• Demonstrate a consistent “Can Do” approach to any task delivering the highest standard of support possible to both internal stakeholders and customers