Business Movers Advisor

Company Description BT Group is one of the world's leading communications services companies, providing technology and connectivity solutions that are integral to modern life. Guided by the purpose “we connect for good,” BT Group focuses on using connections to help people and organizations thrive. As technology rapidly reshapes everyday life, BT Group's services are increasingly vital to how customers live, work, and play. The company's networks and solutions support efforts to tackle major global challenges, including public health, climate change, and cyber security. BT Group offers an environment where employees can contribute to impactful, forward-looking work that benefits society. Business Movers Adviser – Manchester    Grade: TMSV2 | Location: Manchester | Reports to: Team Leader    We're looking for a customer-focused Business Movers Adviser to support business customers through their move and during the first 60 days of their journey with us. You'll take end-to-end ownership, resolve issues quickly and deliver a simple, reliable and seamless experience across various products. We will also be looking to support our customers with the new and exciting strategic products and introducing the new digital systems to help support us with that journey.    What you'll be doing:

• Own customer moves, orders, billing queries, faults and complaints through to resolution. 
• Answer inbound call with a professional and courteous manner, always trying to resolve the call first time (FCR)  
• Keep customers informed, set clear expectations and provide effective handovers when escalation is needed. 
• Accurately record customer contacts, decisions, actions and next steps in the relevant systems. 
• Follow verification, compliance, customer journey and diagnostic processes. 
• Identify suitable opportunities to connect customers with additional products and services. 
• Contribute positively to coaching, team meetings, huddles and continuous improvement activity.    What we're looking for: You'll be a clear and confident communicator with strong active-listening and problem-solving skills. You'll be comfortable taking ownership, working across different systems and channels, following defined processes and remaining calm and committed when resolving complex customer issues.