BT
There are two things that we want to share with anyone considering joining us.
Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.
Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.
About This Role
In this role, you will be part of our Customer Experience Enterprise Team which sits in Networks. We operate across the Enterprise and Wholesale area of our business covering Corporate, MVNO and M2M/ IoT. Initially focussing on either our Enterprise or our Wholesale MVNO customers (Mobile Virtual Network Operator), you will use your strong stakeholder and relationship building skills to ensure we deliver a brilliant experience for all our customers.
You will bring your personal expertise to a team who are collectively responsible for all converged service products, systems and services that ensure a brilliant experience for all of our customers
You will always look from outside-in through the eyes of our customers and are totally experience obsessed, always driving for root cause improvement.
You will leverage insight and feed back learning to drive continuous improvements into the business whilst challenging anything that breaks BT Values.
You will be a part of a team of brilliant people who power our curiosity to question, learn, continually improve, define, share and implement best practice, whilst taking full ownership and never giving up.
You will play your part in advocating and supporting us build a culture we are proud of, where everyone is treated fairly and has the same access to opportunities.
We will achieve success through establishing excellent relationships with our business partners and stakeholders, driving service improvements and positioning ourselves as champions of the customer experience for both the Enterprise and Wholesale business.
We are here to ensure BT works for our customers, we collaborate and do the fixes, this role is all about improving our customer experience and their end to end journey. You ‘ll be part of a small but very friendly team so expect to make new friends.
You’ll Have The Following Responsibilities
In this role you will drives cross CX team collaboration to maximise team effectiveness and our ability to accelerate CX improvement initiatives. You will play a key role in building an engaged and empowered Broadband, TV and Voice customer experience team.
Responsibilities
- Develops, owns and drives discreet and or complex customer centric plans, actions and implementation of various priority complex customer experience improvement initiatives and trials/proof of concepts.
- Owns discreet communication of technical insights and investigations within the SP CX team in identifying key customer, process, systems and technology issues, enabling the resolution of service and product problems, and championing customer service excellence across Networks and all SPs.
- Makes decisions on mitigations versus root cause fix priority and process design changes as appropriate within area of responsibility to improve customer experience.
- Makes decisions on progressing actions to support complex customer fault resolution in real time.
- Role contributes to product, service and network performance, benchmarks, quality, NPS, PTC, engineering measures and revenue protection for specific areas of responsibility.
- Role works with CFUs, Group, multiple vendors and suppliers and Sales channels. These may include Openreach, Enterprise, Consumer, Group, Global Services, Wholesale and customers such as Government and Corporate (i.e. Home Office, Police Force, NHS, Asda, PWC).
- Subject matter expertise coach across team, graduates and apprentices.
You’ll Have The Following Skills & Experience
You do not have to have a background in telecoms, your skills and experience and more important to us. You will have excellent logical investigation and root cause analysis skills. In addition, you will have excellent problem-solving skills to identify areas for improvement across long and complex journeys. You will part the customer at the heart of everything you do.
Skills Required
- Leading and managing a team of consultants/specialists
- Deep knowledge of at least one of the service platforms, networks, services, products , data and propositions. Across concept to market, provision and in-life.
- Articulate subject matter expert with the ability to influence decision-makers across the service platform and wider BT teams.
- Confident manage board level/executive/VIP (MPs, public figures etc) CX escalations to resolution.
- Demonstrates relationship building skills and the ability to empathise with customers and their needs.
- The ability to quickly develop effective relationships with peers and stakeholders eg. Service performance and strategy up to Board members.
- The ability to understand and prioritise a wide range of conflicting requirements in order to deliver a coherent strategy and approach for either Enterprise or Wholesale MVNO.
- Extremely strong customer facing facing skills and the ability to act confidently and constructively in a wide variety of customer meetings
- Good working knowledge of the RAN and Core network elements
Experience
- PREFERRED: May have a degree qualification (engineering/science) or has served a technical apprenticeship and/or obtained NVQ and/or further education technical qualifications (i.e. HND).
- MANDATORY: Will have experience of working in a technology driven environment and may have subject matter expertise level knowledge of some or all Converged Services Technology platforms
- MANDATORY: Data driven and analytical experience
- PREFERRED: Presentation/ customer facing skills
- MANDATORY: Successful change management and continuous improvement experience
- MANDATORY: Worked successfully within a team environment and culture where sharing knowledge is the default
Benefits
- Competitive salary
- 25 days annual leave (plus bank holidays)
- 10% on target bonus
- Option to join the Healthcare Cash Plan
- Pension scheme
- Shares Plan
- Flexible benefits: cycle to work, childcare vouchers, healthcare, etc.
- Discounted BT products
About BT
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.
We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT
How To Apply
It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes – you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!
Key Skills
- Excellent logical investigation and root cause analysis skills.
- Excellent problem-solving skills to identify areas for improvement across long and complex journeys.
- Excellent customer management and communication skills, including conflict resolution scenarios.
- Articulate subject matter expert with the ability to influence decision-makers across the service platform and wider BT teams.
- Extremely strong customer facing facing skills and the ability to act confidently and constructively in a wide variety of customer meetings.
Job function
Technology
Main location
UK & Ireland-United Kingdom-Avon-Bristol
Schedule
Full-time
Working pattern
Standard
Salary
Competitive and great benefits
Closing date
Jul 12, 2022, 5:59:00 PM
To apply for this job please visit bt.taleo.net.