Customer Engineer in Exeter, United Kingdom

Customer Engineer

Job Req ID: 29175

Posting Date: 13 Jul 2024

Function: Engineering

Unit: Business

Location:

Exeter (R620), Exeter, United Kingdom

Salary: Competitive

Recruiter: Jayson Coley-Wynters

Career Grade: Competitive

Internal Closing Date: 22/07/2024

Why this job matters

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

In a world where Business customers’ expectations are increasingly shaped by their consumer experiences, customer experience is becoming a key battleground for differentiation. In addition customers are turning to new solutions often bringing together multiple communication capabilities in to a single solution. My role is to make any technical aspects of the solution invisible to the customer and ensure that their services work for them allowing them to continue to deliver for their customers and the UK as a whole. I’m a key part of how BT differentiates from the competition through Brilliant Customer Experience.

What you’ll be doing

Day-to-day

•Install, set up, optimise and repair (where repair indicates simple remedy e.g. restart hub or change user settings rather than technical repair e.g. configuration) Business hubs, pre-configured routers and switches or set them up to be remotely configured

•Conduct simple Wi-Fi and mobile signal surveys, recommending installation locations and install access points

•Install, set up, optimise and repair (where repair indicates simple remedy e.g. restart hub or change user settings rather than technical repair e.g. configuration) the BT Enterprise range of IP telephony systems and handsets, e.g., Cloud Voice or MI Cloud, or equivalent, likely to be either pre or remotely configured

•Carry out simple structured cabling e.g. running additional extensions from the switch or moving extensions and NTE

•Set up BT Apps and services for the customer on their devices – complete actions that are readily available for customer set up but the customer may prefer the engineer to do on their behalf

•Give the customer brief tutorials on their BT services to make sure they’re getting the best from us

•Listen to any service issues the customer may be experiencing and ensure the right service teams are dealing with them appropriately if it’s not something I can fix on site

•Make recommendations on our other products and services (where BT product information has been provided in advance to me to aid knowledge) that could improve the customers’ business. Where appropriate I may raise and process a lead

Essential skills

•Brilliant customer service skills and experience in dealing with Business customers

•Great empathy and listening skills so I can have Great Conversations with our customers

•Previous experience of logical problem solving

•An interest in technical solutions required, and previous engineering experience (at any level) desirable.

•Full UK Driving Licence

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

•BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%

•25 days annual leave (not including bank holidays), increasing with service

•Huge range of flexible benefits including cycle to work, healthcare, season ticket loan

•World-class training and development opportunities

•Option to join BT Shares Saving schemes.

•Discounted broadband, mobile and TV packages

•Access to 100’s of retail discounts including the BT shop

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON’T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.