As a valued member of our end-to-end service 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.
You’ll be part of a friendly and supportive team working at our flagship Snowhill office in Birmingham City centre.
You'll have the following responsibilities
- Resolving Service issues across all Voice Platforms globally
- Translating customer feedback in to service metrics
- Maintaining ongoing communication with Stakeholders
- Proactively identifying and implementing service improvements
- Implementing post incident improvement action
- Solving complex problems
- Effective demand management and prioritisation
- Identifying and delivering automation opportunities.
- Providing clear and effective communication, upstream, downstream and with customers
- Continuous self-driven development
You'll have the following skills and experience
Skills
- Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences
- Team player & collaboration: You will be working with many different teams and stakeholders, requiring you to establish good relationships and contribute as a team player
- Product Knowledge: understand the products and services that BT provide and how our customers utilise them.
- Tenacious Problem Solver: a desire to look across platforms and teams to ensure problems are resolved for our customers and prevent reoccurrence.
- Technical & Driven to upskill: You will have a technical aptitude and be passionate about driving your own development, learning new skills and competencies where required dependant on specific projects and focus areas
Technical Skills:
- Good knowledge and understanding in protocols such as SIP, SDP and RTP.
- Ticketing, jeopardy management and diagnostics experience.
- Good knowledge of BT Voice platforms, order journeys and operating models/process.
Experience
Desirable but not essential:
- Experience in fixing technical issues and problem solving while implementing long term improvements targeted at root cause.
- Experience in Continuous improvement methods that drive on-going improvements to process and service.
- Communicating effectively with customers to understand their needs and interpret into SMART objectives.
- Experienced in call tracing and understanding call flows.
- Competitive salary
- 25 days annual leave (plus bank holidays)
- 10% on target bonus
- Life Assurance
- Pension scheme
- Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
- 50% off BT and EE mobile pay monthly or SIM only plans
- Exclusive colleague discounts on our latest and greatest BT broadband packages
- BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
- 30% discount for friends and family on EE mobile pay monthly and SIM only plans
Looking in:
Leading inclusively
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.
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.