About this role
Job Req ID: 62002 Posting Date: 18/08/2026 Function: Business Services & Operations Location: Glasgow - Alexndr Bain Hse Salary: £32,082 About the role You’ll be dealing with customers who have raised complaints through various channels and with various stakeholders within BT.You’ll be owning and resolving your customer’s issues, providing the best customer experience possible. Using Great Conversations to provide an effective, efficient and enriching experience at all times. You will be a single point of contact for the customer right through to full resolution of their issue to restore the customer’s faith in BT, drive customer advocacy and own customers issues through to resolution using your own skills and initiative to deliver a swift resolution to each case, self-managing your work-load, signposting and communicating next steps with customers, other departments and stakeholders. The role holder will be a forward and positive thinker, not being afraid to take considered risks. They will be brave and bold on behalf of our customers challenging the ‘status quo’ and working collaboratively within the internal and extended teams, owning and driving efficiencies. What you'll be doing Building relationships and managing customers through all types of complex and multifaceted issues and ensuring that the BT Brand is protected. Delivering high levels of customer experience through the effective use of written and verbal communications at all levels up to including Chief Executive and CEO. You’ll provide clear and concise updates to senior stakeholders including next steps and timescales. Proactively protecting BT Business’s position and avoiding complaints being escalated to Ofcom and Ombudsman by effectively resolving multiple and complex issues. You’ll do this by working collaboratively across BT Group and using effective decision-making skills. Dealing professionally and delivering the highest levels of service to extremely high-profile customers with the ability to influence BT’s perception in the market and brand. For example, Members of Parliament. Using commercial thinking to determine the right level of compensation awarded to customers. Working across all product sets ranging from BB to complex and multi-faceted orders and proactively seeking knowledge to effectively resolve customer issues. Demonstrating a high degree of curiosity when resolving customer issues and effectively identifying opportunities to strengthen business and create additional revenue. This includes spotting contingency solutions to keep your customer connected whilst dealing with the issue/complaint. Fully owning and resolving orders or customer issues which are in jeopardy. You’ll have great communication skills and the ability to have great conversations with Customers, Stakeholders, Partners and other Lines of Business (LOB) in challenging situations and champion the customer experience. Setting clear expectations of what happens next on all cases, anchoring realistic expectations with customers. You’ll be expected to achieve specified standards across a basket of performance targets both qualitative and quantitative. Being available for customers on the inbound call queue and e-mail for the duration of your shift. You’ll be able to commit to a fully flexible working shift pattern to match customers’ requirements. You need to adhere to BT’s Code of Conduct at all times What you'll need to succeed Essential Customer relationship management skills. Customer focused mind-set Strong communication and stakeholder management skills – both verbal and written Time Management. Drive for performance and results proactively Problem solving and initiating corrective actions Able to manage multiple tasks, customers and priorities in a demanding environment. Desirable Experience within business customer operations. Experience of customer service in a contact centre environment. Experience in managing complex processes and multiple products is preferred. Our package Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include: Access to an online private GP 24/7 for you and your immediate family Market-leading paid carers leave with up to 2 weeks off Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay Discounted EE and BT products, including mobile and broadband Market leading Pension scheme – 5% from you and 10% from us Holiday purchase scheme You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready. BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive. Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best. We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.