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Service Management Agent

  • Company: BT
  • Location: Glasgow
  • Closing Date: 30-06-2022


We’re the team who are accountable for making sure we provide a seamless experience for our business customers and that Service Level commitments are met. Our focus is on increasing customer satisfaction and loyalty – it’s fair to say we’re serviced obsessed!

As a Service Management Agent, you’ll be working across lots of different client contracts, making sure our business customers (big and small!) get a great service. You’ll speak to our customers on the phone and email, making sure every conversation you have leaves them happy about the service we’re providing for them. A champion of best practice, you’ll build monthly and quarterly service reviews for our customers and put into place an action plan if something isn’t quite right. You’ll also be a point of escalation for our customers if things are missing their targets, so we’ll make sure you learn how to mediate and develop great communication skills.

It’s a varied role and you’ll gain heaps of experience both technically and in business management. You’ll be based in a team of product and customer service experts who will support you through your apprenticeship and beyond! We will teach you how to provide brilliant customer experiences, build your skills and learn how to use your own initiative to drive big business decisions.

This job is available in the Enterprise part of our business.

About the apprenticeship you’ll study for

As a Desk Based Service Management Agent, you’ll study for a SCQF Level 6 apprenticeship in ICT & Telecommunication.

  • Your apprenticeship scheme will last for 16 months
  • 20% of your working hours will be dedicated to studying.

Entry requirements

You’ll need to achieve (or be on course to achieve) Scottish National 5 (N5) at grades A-C in Maths and English. Equivalent qualifications are accepted

Apply now or contact student support if you need assistance with your application, we’re here to help!