What you’ll be doing
Role responsibilities:
1. Acting as a Subject Matter Expert and single point of contact for operational matters, ensuring timely and effective resolution of customer issues.
2. Delivering high-quality, end-to-end service using multiple systems, with a focus on cost efficiency, quality workmanship, and responsive customer support.
3. Collaborating with Technology, Product Line, and Design teams to shape and optimise end-to-end solutions, ensuring operational benefits and smooth implementation.
4. Supporting testing, development, and deployment of technical solutions, including regression testing and documentation of processes and procedures.
5. Driving continuous improvement by identifying areas for technical enhancement, reducing waste, and improving customer experience and business performance.
6. Preparing and maintaining user guides, training materials, and process documentation to support knowledge sharing and operational excellence.
7. Coaching and mentoring peers, contributing to training programs, and actively participating in team development and performance reviews.
8. Managing stakeholder relationships, providing clear and timely updates, and ensuring customer expectations are met or exceeded.
9. Handling complex customer enquiries with ownership from first contact to resolution, ensuring a brilliant service experience.
Contributing to projects and ad hoc reporting to support operational insights and decision-making.
What skills you’ll need
10. Advanced problem-solving and critical thinking: You’ll need to approach complex technical and operational challenges with a logical mindset, precision, and a proactive attitude to identify root causes and deliver effective solutions.
11. Excellent communication and stakeholder engagement: Strong written and verbal communication skills are essential for liaising with customers, colleagues, and cross-functional teams. You’ll be expected to manage expectations, provide clear updates, and build trusted relationships.
12. Technical proficiency in IT and voice technologies: A solid understanding of IP Voice systems and IT infrastructure is key. You should be comfortable working across multiple platforms and systems, and able to contribute to testing, development, and implementation of technical solutions.
13. Ability to work independently and manage priorities: You’ll often work without direct supervision, so being self-motivated, organised, and capable of managing conflicting priorities is crucial to delivering high-quality outcomes.
14. Continuous improvement mindset: You should be passionate about driving efficiency, reducing waste, and improving processes. Familiarity with CI methodologies and a commitment to service excellence will help you thrive in this role.
Benefits:
15. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
16. 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
17. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
18. 22 days annual leave (not including bank holidays), increasing with service
19. 24/7 private virtual GP appointments for UK colleagues
20. 2 weeks carer’s leave
21. World-class training and development opportunities
22. Option to join BT Shares Saving schemes
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.