Job description
About EE
Empowered, challenged, supported and rewarded, our people are the key to our success. Our people keep customers happy with great service, and our network, named best in the UK, is keeping their digital lives connected. Since becoming part of the BT family, we’ve focused on creating an energising culture that makes EE an even better place to build a career. We’re at the top of our game, and this is your chance to join us.
Our Business Customer Service Representatives are required to deliver excellence in customer service through direct interaction with business customers throughout their lifecycle by responding to customer enquiries in a timely professional manner and through proactive contact and customer management.
You will be required to achieve quality and activity targets which contribute to the overall achievement of customer and business key performance indicators.
What you’ll do:
- Respond to incoming customer calls & emails in a timely and professional manner, within agreed service levels making pro-active calls where needed.
- Complete customer requests for new/additional services according to business rules and processes, within defined service levels and accuracy targets, to ‘get it right first time’ demonstrating ownership and accountability in order to avoid repeat calls/follow up/corrective actions and billing accuracy targets.
- Achieve personal targets for activity volumes, schedule adherence, call work/hold, adherence to process and business rules and personal attendance to contribute to team business efficiency targets.
- Utilising customer and internal reporting and data, and analysing that data to produce responses or to support in resolving queries.
- When requested, engage with key stakeholders over the phone, via e-mail or face to face. Building and developing relationships with these customers and partners.
- Review and evolve internal processes and procedures with Ops manager support.
- Flexibility to cross train and support with other complexities in the wider business area.
You’ll definitely have:
- Knowledge of EE products, services, tariffs, processes and business rules.
- Computer literacy and previous use of contact centre technology.
- Excellent communication skills.
- Specialist knowledge in specific areas such as technical, billing, contract, processes preferred.
- Negotiations skills for dispute resolution.
You might even have:
- Experience within business customer operations.
- Experience of customer service in a B2B contact centre environment.
- A good understanding of the enabling infrastructure (systems, people and processes) essential to business customer operations.
What’s in it for you?
- Competitive salary of £22,400 pro rata, please note this role is based on working an 8am - 8pm shift, 4 days on 4 days off and is 36.45 hours per a week
- 25 days’ holiday
- 50% discount on your personal EE mobile phone package
- 30% Friends and Family discount from day one (conditions apply)
- Discounted EE TV and broadband packages
- Healthcare cash plan
- Pension (up to 9% employer contributions – conditions apply).
To apply
For more information and to apply, please click the ‘apply’ button.
At EE, we’re creating an inclusive working environment where people from all backgrounds can succeed.
Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.
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