Business Customer Service Representative

About the role

As a Business Customer Service Representative within the MD&A Service Desk, you'll be part of the EE Onsite Team, a key managed service offering within the BT Business Mobile portfolio. EE Onsite supports some of BT's largest business and public sector customers by delivering expert mobile fleet management services that simplify the administration of large mobile estates.

In this customer-facing role, you'll work closely with customers to provide high-quality support and mobile service management, ensuring their mobile environments remain efficient, compliant and optimised. Acting as a trusted partner, you'll help resolve queries, manage mobile assets and deliver services in line with agreed customer requirements and service standards.

You'll combine strong customer service skills with technical knowledge to build effective relationships, solve problems and deliver a great customer experience. The role offers the opportunity to work independently within customer environments while collaborating with internal BT teams to ensure successful service delivery.

Occasional UK travel may be required for training purposes or to visit customer sites to support account configuration activities and service delivery requirements.

What you'll be doing

• Delivering a high-quality mobile fleet management service from BT's Darlington office, supporting one of our secure mobile contracts.
• Acting as a key point of contact for customers, building strong relationships and providing an excellent service experience.
• Collaborating with BT, EE and customer stakeholders to ensure seamless service delivery and successful outcomes.
• Managing a range of provisioning, service request and incident management activities across customer and BT systems.
• Resolving customer queries efficiently while ensuring services are delivered in line with agreed contractual and compliance requirements.
• Taking ownership of your workload, working proactively and independently to put customers at the heart of everything you do.

Essential skills/experience

• Experience delivering excellent customer service in a customer-facing environment, with the ability to build strong relationships and manage stakeholders effectively.
• Strong problem-solving skills, with experience handling provisioning, incidents or service requests while maintaining a high level of accuracy and attention to detail.
• Ability to work independently, use initiative and manage multiple priorities in a fast-paced environment with a customer-first mindset.

Desirable skills/experience

• Experience producing reports and analysing data using Excel to support service performance and customer outcomes.
• Knowledge of incident management, expense management and cost control within a customer service or operational environment.
• Experience working with UK Government organisations, alongside strong communication, organisational and time management skills.

Our package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Ready to connect for good and help shape the future? Apply now.