BT Jobs – Service

Website BT

About the job

Job Req ID:


Posting Date:



Business Services & Operations


Global House (EE), Darlington, United Kingdom


£21,582 per annum

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.

About This Role

This is an entry level role within the aftersales area of BT Supply Chain. You will have responsibility for managing he returns processes ensuring our customers receive an excellent service but also that BT recovers all the assets owed to it – the financial exposure around this is more than £40m per year. As an area it ensures a clearly defined returns process and manages the exceptions falling out of the operation.

The purpose of this role is to answer all calls promptly and efficiently and process all other return requests/queries from various contact methods whilst ensuring a good customer experience and cost efficiency.

You will report to the Channel Returns Team Leader and you will receive all necessary training for the role.

You’ll have the following responsibilities

  • To answer all calls promptly and efficiently, whilst ensuring a good customer experience and cost efficiency.
  • Achieve and maintain quality standard KPI’s in all work completed, such as calls, indirect return requests, Warehouse actions and customer emails.
  • To manage own time to action and fulfil all customer requests within the given SLA’s.
  • Be able to multi-task between various job roles to ensure productivity targets are met.
  • Understand and follow multiple process complexities to ensure adherence.
  • Be able to consider customers unique circumstances and take responsibility to arrive at a solution that satisfies the customer.
  • Recognise and understand customer needs and where applicable make the right decision that is an exception to process.
  • Communicate effectively with external partners and internal agents whilst adhering to process.
  • Provide feedback to Advanced Agents and Team Leaders on process improvements whilst ensuring good customer experience and cost efficiency.
  • Make decisions out of process to provide the customer with the right solution.
  • Understand customer confidentiality and complete verification checks on every call and email request.
  • Understand that reporting data is confidential and is not discussed with other areas of the business or externally

You’ll Have The Following Skills And Experience

It is expected to have;

Good communication skills and telephone manner

Competent in PC and system skills

Strong organisation and time management skills

Analytical and reasoning skills to ensure complex queries are dealt with efficiently

What is nice to have;

Knowledge of Customer Service and Logistics processes and their impact on the customer experience

Ability to use own initiative and able to have flexibility


Discounted BT products

Pension Scheme

BT Share Plans

Flexible benefits: Cycle to Work, Healthcare etc.

About British Telecom

We’re the leading communications provider with customers in 180 countries. Across the world we enable customer’s digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..

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