Job Information
BT ECAS Operator in Navan, Ireland
ECAS Operator
Job Req ID: 35241
Posting Date: 22 Jun 2024
Function: Customer Service
Unit: Business
Location:
AthLumney, Navan, Ireland
Salary: Competitive wages and excellent benefits
Closing Date: 11th July
Location: Navan
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 Customer Service
We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.
Why this job matters
Our purpose is to use the power of communication to make a better world. For each other, for our Customers/callers, for society and our communities.
The ECAS Purpose:
To assist and support all activities across the ECAS Management Team to deliver an efficient and effective customer experience.
Provide an exteremly high quality, equal access 999/112 service.
The Republic of Ireland at large depend on the 999/112 serivce provided by BT.
What I'll be doing - your accountabilities
To be responsible for delivering a high quality service to our Customers/Callers, using a variety of contact methods, first time, every time.
Take responsibility for ownership and delivery of KPI targets.
Follow all processes and procedures to ensure accuracy of all information.
Remaining focused when handling calls to ensure the correct script is followed for each relevant call type – particularly when the call type is changing quickly and frequently.
Acknowledge the customer and be courteous in my dealings, displaying empathy where appropriate, and managing the contact professionally in both pace and tone.
To handle and take ownership of customer enquiries, seeking positive inventive solutions to deliver.
To identify and understand when there is a need to escalate and when to deal.
Positively welcome coaching and feedback as an opportunity to improve personal and business performance contributing to a culture of continuous improvement.
Liaise with other departments to provide flawless delivery.
Help others to be successful by sharing best practice.
Be an ambassador for BT and a role model which supports the business.
Use initiative to ensure delivery of quality and required performance standards.
Inform of all relevant information.
Be adaptable and comfortable with an ever-changing environment, ensuring that all briefings are read and understood – it is the individual’s responsibility to seek help and guidance if anything is unclear.
Attend Court when required to do so.
Skills required for the job
Each stage of training and Graduation Bay is assessed and must be passed to progress to the next stage.
Pass accreditation in Basicl level of the Irish Language.
Listen very carefully.
Focus on screens throughout all calls and follow instructions as appropriate.
Remain calm and focused, particularly when dealing with distressed callers, to ensure that their requests are being dealt with effectively and efficiently.
Strictly adhere to all relevant procedures and mandatory expressions.
Listen to the expectations of the caller and deliver what you can within the current remit of the product.
Ensure all regulatory obligations are complied with, where appropriate.
Ensure information given is accurate.
Quick and accurate typing.
KPI’S
Quality - 99%
Connected calls – Target 55s
Filtered calls – 20s.
DSE % less than 3% for the week
Daily failures - 0
Adherence to schedule
On Call 100%
Benefits
BT Ireland has recently received accreditation as a “Healthy Place to Work” by the Healthy Place to Work Institute.
We’re committed to providing great rewards to the people who drive our success. That’s why we go out of our way to offer all our employees a range of benefits that reflect the full value of their skills, experience, and qualifications.
As you grow and develop, your benefits will grow with you. What shape they take all depends on what direction your career takes.
• Encouragement of Flexible working
• 6% employer contribution to the BT Ireland Pension Scheme to plan for your future financial health
• Healthcare cover for you to plan for your future health whilst participating in our wellness programme with a calendar of activities
• Life Assurance from 1st day of employment (4 times basic salary)
• Permanent Health Insurance cover (income continuance)
• 25 days of holiday entitlement, and the opportunity to buy up to five more days every year
• There’s also great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Free broadband if our service is available at your address
• Opportunity to buy BT shares, and share in our future success with tax-advantaged employee saving plans
• Opportunity to take time off for volunteering, and we’ll help with your fund raising too
• Subsidised sports and social club
• Please check out our diversity and inclusion information section to learn about BT Ireland’s passion and commitment to D&I
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. ‘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.