Job Description

Job Req ID: 47207
Function: Managed Service
Location: Exeter
Salary: 30,610 + Benefits
Why this role matters
The primary function of the Customer Service Analyst is the handling of incoming contacts and service requests via telephone, My IT and LiveChat, ensuring that all incidents and requests are logged, triaged, diagnosed and / or processed so that they are dealt with in accordance with contractual SLAs. A high level of detail and accuracy is required. To appropriately fulfil or field all requests that come through to the CSD with an aim to resolve at least 55% of contacts within the first contact.
Providing first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace, along with the first line support support for Dorset Police and WAN support for Avon & Somerset, Dorset and Wiltshire Police Forces.
As the first point of contact for the customer base this job is hugely important and forms the basis of the impression that the customer will have of BT.
What you'll be doing
1. Providing technical first line support and resolve incoming contacts upon the first contact - in excess of 55%
2. Ensuring that reported faults and service requests are responded to in line with SLAs
3. Providing an effective, professional response and solution(s) to reported incidents / requests
4. Maintaining relationships with contractual service providers and internal IT resolver groups
5. Restoring normal service to the user as quickly as possible
What we'd like to see on your CV
1. Good interpersonal skills, polite telephone manner, effective communicator at all levels
2. Effective listening skills and excellent attention to detail
3. Work well under pressure, good time manager, good team worker, ability to multi-task
4. Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults
5. The successful candidate must be willing to undergo or already hold NPPV 3 which ideally requires residence in the UK for a minimum of 3 years or British Citizenship
Benefits
At BT, we entertain, educate, and empower millions of people every single day. We're a brand built on connecting people - whether that's friends, family, businesses, or communities. Working here, you'll receive an attractive salary and a range of competitive benefits, but - more than that - you'll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
Benefits of working for BT include:

• 22 days annual leave (plus bank holidays)
• Generous pension scheme
• BT Share Plan
• Discounted BT products including TV, Broadband and Mobile
• Flexible working arrangements

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.
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 , please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Skills Required