Why this job matters The Customer Service Advisor 1 assists customers across all channels, delivering customer value and success providing support excellence regarding the BT Group's solution portfolio, all with full supervision. What You'll Be Doing 1 - Assists in creating value-based relationships with customers to optimise customer service whilst leveraging the BT Group's resource pool, within guidelines and under full supervision. 2 - Gathers customer information and performs basic analysis and understands customer needs to provide customer service insight for the efficient management of customer issues. 3 - Executes and delivers routine work clearly covered by existing procedures in order to achieve objectives and the vision of the Customer Service team. Handles professionally and effectively with customer contacts, showing resilience and sound decision-making whilst under pressure. Participates in the continuous improvement activities to improve the customer service team processes. The Skills You'll Need Complaint Management Information Management Communication Requirements Analysis Continuous Improvement Issue Resolution Problem Solving Billing Time Management Customer Relationship Management Escalation Management Technical Support Decision Making Growth Mindset Stakeholder Management Inclusive Leadership Our leadership standards Looking in: Leading inclusively and Safely I inspire and build trust through self-awareness, honesty and integrity. Owning outcomes I take the right decisions that benefit the broader organisation. Looking out: Delivering for the customer I execute brilliantly on clear priorities that add value to our customers and the wider business. Commercially savvy I demonstrate strong commercial focus, bringing an external perspective to decision-making. Looking to the future: Growth mindset I experiment and identify opportunities for growth for both myself and the organisation. Building for the future I build diverse future-ready teams where all individuals can be at their best.