Service Request Coordinator

Vacancy Details

  • BT

  • Bristol, UK

Customer Service
Competitive with Great Benefits
Contract Status:
Full Time

Job Overview

About this role

The role holder will be responsible for the end to end management of complex service requests and ensure orders are delivered to the customer’s expectation within the required SLA.  It involves a high level of customer service and order management skills i.e. proactively monitoring SLA’s, flagging risk at the appropriate point and taking clear ownership of the end to end process.

There will also be an expectation to be in contact with the customer requestor providing information and updates on Service Request status and contribute to contract performance and revenue, as well as overall customer satisfaction.

You’ll have the following responsibilities

  • Proactively monitor SLA’s and take appropriate action to ensure delivery. Flag risk at the appropriate point & effectively prioritise workload in line with customer requirements/deliverables. Work to Good Operational Performance Goals as set by Enterprise Operations.
  • Maintain working relationships with both internal & external customers.  Provide customers with information and regular updates. Deal with enquiries promptly and efficiently. Identify customer requirements and liaise with other departments within BT and 3rd parties whenever necessary.
  • Manage role/contract local work instructions and processes, ensuring they are regularly updated and fit for purpose.
  • Take responsibility for day to day organisation and control of work within a specific area.  Follow up with other BT units and 3rd parties to ensure a successful job completion, and escalate where necessary.

You’ll have the following skills & experience

  • Security clearance will be required for this role, with a willingness to obtain DV clearance.
  • Good IT Literacy. (MS Office, MS Teams) Able to manipulate data within excel, prepare documents and presentations
  • Good team working/interaction with peers.
  • Ability to prioritise complex workloads & deal with multiple complex orders through to completion.
  • Able to manage escalations until the point of no progress.
  • Excellent communication skills. Effective interaction with customers, suppliers & stakeholders
  • Able to work with limited or no supervision.
  • Experience of Continuous Improvement and ITIL accreditations would be an advantage

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.

We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you’re interested in the .power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT.

How to Apply

It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes – you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!