What you'll be doing
?
Customer Service & Communication
1. You go ‘Beyond Limits’ to deliver excellent customer service by prioritising tasks, owning issues, and providing timely updates.
2. Communicate effectively with customers, suppliers, and internal teams, especially during major incidents. This includes providing timely and quality updates (system notes and KCIs) and taking ownership: you plan next steps to resolve and own until completion.
3. You champion and role model best practice regarding fault handling and communications both internally and externally whilst controlling the work stack/queues.
Technical Expertise & Fault Management
4. Maintain strong technical knowledge of service areas and SLAs. For example: Start to Notify, Start to Restore, Network Availability, Mean Time to Repair and Customer Experience metrics.
5. You ensure that customer impact (and potential risk) is known and understood for all network issues.
6. Diagnose and resolve network/service issues using OSS tools and ensure quality documentation.
Collaboration & Leadership
7. Coach and support colleagues through training and knowledge sharing.
8. Work collaboratively across teams and contribute to continuous improvement initiatives.
9. Take responsibility for an appropriate handover between teams to track ongoing issues and reduce risk to service.You read, action, and respond to leadership briefings which have been shared about the centre or your work area.
10. You work collaboratively with colleagues, customers, and suppliers – in line with BT’s Values.You adopt a ‘One Team’ approach across the centre – with all shifts sharing common values and purpose.
Process & Compliance
11. Follow local processes, health & safety, and security standards.
12. Manage spares orders and returns in line with network impact and priority, including EFR & RMA’s being processed in a timely manner to enable effective replenishment of spares.
Personal Development & Engagement
13. Drive personal development through accreditations and active participation in performance reviews. For example, drive your own personal development and hold relevant vendor accreditations for work area (I.e. CCNA / NRS1 or equivalent) working towards advanced Professional level (I.e. CCNP. Where applicable, utilise a skills matrix to manage / assess your skillset.
14. Where required, you utilise your Pool Days for training and development (and support operational team if required by Duty Manager).
15. Use continuous improvement techniques and tools to work collaboratively with the wider business to improve our service.
16. Contribute to team huddles, feedback sessions, and process documentation.
Benefits
17. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
18. From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
19. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
20. 22 days annual leave (not including bank holidays), increasing with service
21. 24/7 private virtual GP appointments for UK colleagues
22. 2 weeks carer’s leave
23. World-class training and development opportunities
24. Option to join BT Shares Saving schemes.