What you'll be doing
1. Work with the field teams, as well as various products in the Mobile estate. This involves being deeply engaged in the fault-finding and resolution journey, managing product faults, analysing performance, liaising with suppliers and addressing any issues that arise to ensure the service remains consistently operational. This will require producing reports, presenting to stakeholders and senior managers.
2. Work on Mobile technical projects and operational support tasks to provide products and/or a service.
3. Attend customer delivery meetings, have professional interpersonal skills, and be able to use a variance of multi-media applications for presentation.
4. Have excellent IT skills, including knowledge and experience of a broad range of applications and packages such as Word, Excel, PowerPoint, Teams, and the Office 365 suite. The role holder will also be highly proficient on a range of service delivery systems such as OCS, One Siebel, ECO X, Sitetracker, Remedy, MEAS, SFS and others appropriate to products.
5. Understanding the end-to-end process for providing a customer’s requested service and actively contributing to making it better for the customer and the business is essential. This will be achieved by adopting the job standards below, plus an excellent understanding of the associated competition rules. T
6. Understand and participate in achieving the team objectives/goals and how the business evolves through the practice of CI.
Skills and Experience
Skills required for the job
7. Understand what the customer really wants from BT (not just your own part in delivering service)
8. Understand how your work fits into delivering service, and which teams are responsible for what; From start to finish of an order
9. Communicate in ways that customers understand, knowing the responsibility you have in giving a great service to our customers
10. You take on customer problems and try to fix them rather than only completing the task in hand
Making Processes more Efficient
11. You take an active role in developing and implementing change
12. You understand the different types of waste there are in the process and how they affect our business and customers
13. You work out where the waste is in your processes, what's causing it and you work to remove waste and fix problems
14. You work with everyone else both inside and outside your team to help improve how we deliver service
15. You make sure you and your colleagues know when to ask for any help - and where to find it
Managing our Performance
16. You follow the correct working, booking, security and safety practices as detailed in job descriptions, process documentation and instructions
17. You understand your role, your targets, and what you must do to hit the objectives of the team
18. You are delivering to the required level of productivity for the team
Having the Right Mindset
19. You ensure interactions with customers and colleagues are respectful and courteous and represent BT in a professional way
20. You are self-motivated (i.e. you do not need to be told to do something)
21. You coach your team mates to help them improve what they do, and you share what you know about the best way of doing things
22. You ask for feedback so you can perform better yourself and respond to all feedback constructively and with appropriate action
Experience you will need to do the job
23. Advanced Knowledge of Telecom Networks i.e. familiar with 4G and 5G technologies (Mandatory)
24. Knowledge of Vendors, Nokia, Huawei, Cisco
25. Basic knowledge of Qlick and Tableau
26. Basics python Skill set (Mandatory)
27. Be able to work excel to an advance Level (Mandatory)
28. You take ownership for learning new things (Mandatory)
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally. We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society. A FEW POINTS TO NOTE: Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch. We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us. DON'T MEET EVERY SINGLE REQUIREMENT? Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.