(IPX) Technical Service Professional

Job description

Why this job matters As a valued member of the IPX team you’ll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and resolving customer issues and proactively identifying and implementing service improvements. This is an exciting role that will give you the opportunity to work with teams across BT, with our vendors/partners and interact directly with our customers. The purpose of this job and this team is to provide world class customer experience for customers. You will be responsible for the management of customer reported issues, proactive traffic management and fraud management across the IPX platform. This job is hybrid (3 days in office) in either BT's Birmingham or Manchester office What you’ll be doing: - Resolving IP Service issues across the SDIN platform, pertaining to IPX 2nd line faults. - Translating customer feedback in to service metrics. - Focused on the reduction of customer and internal escalations through robust root cause analysis, ensuring lessons learnt are captured and improvements are implemented. - Maintaining ongoing communication with Stakeholders. - Dealing with escalations from external CP’s/Customers...