Customer Success Agent

Job description

We’re looking for a confident and customer-focused Customer Success Agent to take ownership of business customer journeys dealing with products such as, but not limited to, Broadband, BTnet and Digital Voice. You’ll support customers from order through activation and Early Life, handle inbound queries, resolve issues and complaints, validate first bills and work with specialist teams to keep cases moving through to resolution. Key requirements Strong customer service skills, with clear, empathetic communication and effective expectation management. Confidence in taking end-to-end ownership of customer cases, including escalations and complaint resolution. Ability to work across multiple systems, prioritise effectively and maintain accurate records. A practical approach to resolving service, order and Early Life issues, with a focus on First Contact Resolution. Ability to explain technical information clearly and identify suitable opportunities that add value for customers. Willingness to learn new products, processes and systems quickly; knowledge of BT networks or order journeys would be advantageous. If you’re proactive, accountable and passionate about delivering a straightforward, reassuring customer experience, we’d like to hear from you. Once you have applied you will be sent a link to complete a short online assessment please ensure you complete this so we can look at inviting you to the next stage of the process. Apply Now Start applying with LinkedIn Please wait... Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. ©BT Group 2026 Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data centre "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimising video performance or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled Vimeo Vimeo is a video hosting, sharing and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider Vimeo YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider YouTube Advertising Cookies These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies. Consent to all Advertising Cookies Advertising Cookies Provider Description Enabled Google Tag Manager Google Tag Manager is a tag management system for conversion tracking, site analytics, remarketing and more. Privacy Policy Terms and Conditions Consent to cookies from provider GoogleTagManager LinkedIn LinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn. Cookie Policy Cookie Table Privacy Policy Terms and Conditions Consent to cookies from provider LinkedIn