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 & Its Responsibilities
- Establish credible and effective relationships with DCA partners to ensure that you are seen as a trusted advisor.
- Assist recoveries strategy manager in regular Debt Sale exercises including Due Diligence meetings with potential purchasers and establishing processes for dealing with queries & complaints
- Establish and maintain relationships with key stakeholders internal and external to support & influence the delivery of the Recoveries Risk business objectives.
- Take ownership of customer complaints relating to DCA or Debt Sale activities ensuring full investigation of route cause together with driving change to policy/process where failings/gaps are identified
- Act as a point of reference for any service issues impacting or DCA partners or Customers
- Understand drivers & levers available to optimise DCA performance & make changes to allocations in order to improve recoveries.
- Work closely with internal stakeholders to ensure operational processes carried out by our DCA partners are robust & fit for purpose. Ensure Service level Agreements are maintained & any escalated Service issues relating to DCA or Debt Purchasers are channelled through this role.
- Lead the development of all necessary internal operations reporting and analysis to generate performance improvement.
You’ll Have The Following Skills & Experience
Soft skills:
- Ability to meet the customers’ needs in line with the business requirements
- Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
- Ability to comprehend and to oversee various aspects of a problem or a situation
- Using all data and information available to analyse and understand a situation, with the aim of supporting decisions
Professional skills:
- Experience using analytical tools like SAS, Python, SQL, R or other
- Extensive experience of translating complex business processes and data insights into Simple views and Language
- Understanding of Credit Risk and Debt Collection is an advantage
- Strong customer and commercial awareness is an advantage
- Understanding of Scorecard modelling process, with the ability to assess Scorecard performance is an advantage
Benefits
- Pension scheme
- Shares Plan
- Flexible benefits: cycle to work, 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!
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Job function
Customer service
Main location
UK & Ireland-United Kingdom-West Midlands-Birmingham
Other Locations
UK & Ireland-United Kingdom-Londonderry-Londonderry, UK & Ireland-United Kingdom-Lancashire-Manchester, UK & Ireland-United Kingdom-Durham-Darlington, UK & Ireland-United Kingdom-Avon-Bristol
Schedule
Full-time
Working pattern
Standard
Salary
Competitive with great benefits
Closing date
Mar 1, 2022, 11:59:00 PM
To apply for this job please visit bt.taleo.net.