About Company
BT Group plc is one of the world’s leading communications services companies, with operations in over 180 countries. We connect people, businesses, and organisations across the globe, providing a vast array of services including broadband, TV, mobile, and landline services, as well as complex networked IT solutions. Our mission is to build a better future by connecting people and helping them thrive. We are committed to fostering an inclusive culture where every voice is heard, and everyone has the opportunity to succeed. Join us and be a part of a team that’s innovating for tomorrow.
Job Description
Are you passionate about helping people and looking for a rewarding role you can perform from the comfort of your own home? BT is seeking dedicated and empathetic Work from Home Contact Centre Agents to join our dynamic customer service team based out of Cowley, Oxford. In this vital role, you will be the first point of contact for our customers, providing exceptional support and resolving queries related to their broadband, TV, mobile, and landline services. You’ll be empowered to make a real difference in our customers’ daily lives, ensuring they receive the best possible experience with BT. This isn’t just about answering calls; it’s about building rapport, understanding unique needs, and guiding customers through solutions with patience and clarity. We provide comprehensive training and ongoing support to ensure you have all the tools and knowledge to excel. This remote position offers flexibility and a supportive team environment, allowing you to thrive professionally while maintaining a healthy work-life balance. If you are a natural communicator with a customer-first mindset, a problem-solver, and possess a dedicated home workspace, we encourage you to apply and become an essential part of the BT family, helping us deliver world-class service every day.
Key Responsibilities
- Handle inbound customer inquiries via phone, email, and chat with professionalism and efficiency.
- Provide accurate information and solutions regarding BT products and services, including billing, technical support, and account management.
- Diagnose and troubleshoot customer issues, escalating complex problems to specialist teams when necessary.
- Maintain high levels of customer satisfaction through empathetic listening and clear communication.
- Document all customer interactions and resolutions accurately in the CRM system.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development programs to enhance product knowledge and service skills.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficient computer skills, including experience with CRM software and Microsoft Office Suite.
- Ability to work independently and manage time effectively in a home-based environment.
- High level of empathy and a genuine desire to help customers.
- Resilient and able to handle challenging customer interactions positively.
- Must have a quiet, dedicated workspace with a stable, high-speed internet connection.
Preferred Qualifications
- Previous experience in a contact centre or customer service role.
- Familiarity with telecommunications products and services.
- Experience working in a remote or home-based position.
- Proven ability to meet and exceed customer service targets.
Perks & Benefits
- Competitive salary and performance-related bonus scheme.
- Comprehensive paid training and ongoing professional development.
- Generous holiday allowance, increasing with service.
- Private medical insurance options.
- BT pension scheme.
- Exclusive discounts on BT products and services.
- Access to a range of employee benefits and wellbeing programmes.
- Support for setting up your home office environment.
How to Apply
To apply for this exciting Work from Home Contact Centre Agent opportunity, please click on the application link below. Ensure your CV is up-to-date and highlights your customer service experience and technical aptitude. We look forward to receiving your application and potentially welcoming you to the BT team.