Location: Liverpool
Join BT as a Cloud Voice Order Manager
We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.
Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.
Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.
Why This Job Matters and What You'll Do:
As an Order Manager, you’ll oversee the full delivery process of complex IP Voice and network solutions like Cloud Voice, BTnet, and Broadband for UK business customers. You’ll act as the single point of contact throughout installation, ensuring smooth coordination and timely updates using great conversations techniques.
The role involves managing all associated orders, resolving issues proactively, and maintaining accurate customer records. You’ll work closely with engineers, BT teams, and customer IT departments to ensure successful implementation and number porting.
Strong communication skills and attention to data integrity are essential, as you’ll validate information and resolve discrepancies directly with customers. You’ll also use your knowledge of Broadband and Ethernet to support customer outcomes, including offering temporary solutions when needed.
Key Responsibilities:
1. To validate and maintain the accuracy of customer and order data across all relevant systems.
2. To proactively identify and resolve data discrepancies by contacting customers directly and collaborating with internal teams.
3. Ability to adapt to change and cross skill across multiple process whilst maintaining high levels of performance
4. To ensure all updates and records meet compliance, audit, and regulatory standards.
5. To proactively manage tasks across all products in the project efficiently and effectively, escalating where necessary via agreed procedures.
6. To build strong relationships with both internal and external agents.
Skills You’ll Need:
7. Experience working in a fast-paced customer service environment
8. Great at building relationships, managing expectations, and communicating clearly with stakeholders
9. Strong IT skills in MS Word, Excel, and other company tools
10. Ability to organise and manage several complex deliveries
11. Skilled at maintaining data accuracy and integrity, remaining compliant with standards
12. Knowledge of BT products and order management systems is a plus
Benefits:
13. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
14. 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
15. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
16. 22 days annual leave (not including bank holidays), increasing with service
17. 24/7 private virtual GP appointments for UK colleagues
18. 2 weeks carer’s leave
19. World-class training and development opportunities
20. 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.