Job Details
BT Group, Birmingham, England, United Kingdom
Job Req ID: 51331
Posting Date: 12th November
Function: Service Operations
Salary: Competitive + Benefits
Why this role matters
This role provides 2nd and 3rd line technical support and managed services to UK government and commercial customers using unified communications and collaboration technologies. You’ll lead a Voice technical support team ensuring service availability and excellence, helping customers achieve their objectives through the power of communication.
What You’ll Be Doing
* Leading 2nd and 3rd line voice support across EMS government managed services customers.
* Delivering service to contractual standards, resolving incidents, requests, changes and problems to time, cost and quality.
* Managing customer escalations and ensuring timely resolution through effective communication and jeopardy planning.
* Collaborating with Service Delivery, Transition and Technical Services teams to deliver continuous improvement and transformation goals.
* Building strong relationships with customers and internal stakeholders to drive high satisfaction and service excellence.
* Note: This is a day role and not part of a 24/7 rota.
Skills and Experience Required
* Strong customer focus and proactive, pre‑emptive service delivery.
* Experience supporting Avaya UC applications.
* Makes right judgments about where to focus and provide strong visible leadership, and where to manage with a light hand.
* Ability to process complex ideas logically and understand others.
* Capable of taking well‑evaluated risks and making audacious decisions.
* Demonstrated ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy.
* Acts with integrity and takes responsibility for own actions and responses.
* Knowledge and experience of best‑in‑class service practices.
* Preferred education: HNC level, with vendor professional qualification as a minimum; expert standard of certification desirable.
* Qualified to ITIL v4 Foundation level.
* 5+ years working within a systems integrator 2nd line support environment as a highly skilled technical engineer, preferably leading teams of highly technical engineers.
* Knowledge of Avaya products, customer IT systems and applications.
* Experience working across the service lifecycle, supporting bids as a subject matter expert.
Benefits
* 10% on target annual bonus
* BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
* X4 Salary Life Assurance
* Flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
* 25 days annual leave (not including bank holidays), increasing with service
* From January 2025, equal family leave: 18 weeks at full pay, 8 weeks at half pay and 26 weeks at statutory rate for all parents.
* Enhanced women’s health support: menopause symptoms, cancer screenings, period care and more.
* 24/7 private virtual GP appointments for UK colleagues
* 2 weeks paid carer’s leave
* World‑class training and development opportunities
* Option to join BT Shares Saving schemes
* Discounted broadband, mobile and TV package
* Access to hundreds of retail discounts, including the BT shop
Flexible Working
This role offers a 3 days together, 2 wherever working model: you are required to be at your contractual location 3 days a week with 2 flexible days per week.
Diversity & Inclusion
We value diversity and inclusion and can provide reasonable adjustments for the selection process if required. We encourage all applicants, including women, people with disabilities, LGBTQ+ individuals, neurodiverse people, and those from ethnic minority backgrounds, to apply even if they do not meet every single requirement.
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