Italian Speaking Service Request Coordinator Expert

　　Job Req ID: 28239

　　Posting Date: 16 Jan 2024

　　Function: Business Operations

　　Location:

　　Building 31, Budapest, Hungary

　　Salary: competitive

　　Why BT?

　　We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

　　Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

　　Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

　　Why Global?

　　With customers in 180 countries, we're a leading global business communications provider. We have 17,000 people serving multinational companies, providing the services they need to create the digital transformation of their businesses.

　　Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. Our Digital GS strategy we are moving to will help create a better future for GS and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.

　　To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.

　　Why this job matters

　　The role holder will be responsible for end to end management of complex service requests and enquiries placed on high complexity, major contracts and for delivering within the required SLA. They are in contact with the customer requestor providing information and updates on Service Request status and contribute to contract performance and revenue, as well as overall customer satisfaction. The Service Request Coordinator Expert is the subject matter expert of an account or of a process area within Service Request Management and provides support to other employees within this area.

　　Role is key to improving win rates and revenue growth in the corresponding accounts.

　　What you’ll be doing

　　• Accountable for end to end timely management for Customer Complex Service Requests according to contract specific T&Cs

　　• Manage pre-defined, complex, and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines

　　• Keep customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports

　　• Perform proactive jeopardy management and escalations to ensure adherence to customer SLA

　　• Identify customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary

　　• Assign tasks to relevant fulfilling teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks

　　• Apply and maintain design and pricing and commercial guidelines and standard work instructions

　　• Act as Delegate of Authority for commercial approval within agreed guidelines

　　• Manage Serice Request queues and assignment to SR Coordinators.

　　• Update Service Request Management standard systems

　　• Manage contract specific billing trigger and inventory processes

　　• Support contract team or other Service Request Management team within area of expertise

　　• Continuously improve contract specific processes to increase customer satisfaction and profitability

　　Skills required for the job

　　• Ability to meet the customer’s needs in line with the business requirements

　　• Ability to comprehend and to systematically organize the various aspects of a problem or situation

　　• Good knowledge of MS Office Applications

　　• High level of accuracy

　　• Excellent commercial sense

　　• Excellent problem solving skills

　　• Ability to work with needs and risks from all stakeholders and negotiating the required outcomes

　　• Work with a cooperative attitude in group settings to achieve goals

　　• Strong interpersonal skills

　　• Confident, fluent level of English and Italian

　　Experience you would be expected to have

　　• Minimum bachelor’s degree and at least 2 years of SR Coordinator Experience

　　About us

　　BT is part of BT Group, along with EE, Openreach, and Plusnet.

　　Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

　　We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

　　We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

　　This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

　　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.