Business Services Professional - Liverpool, United Kingdom - BT

BT
BT
Verified Company
Liverpool, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Advanced Warning of scheduled maintenance

Business Services Professional


Job Req ID:20768
Posting Date:2 Aug 2023
Function:BT contact centres
Location:Liverpool Contact Centre, Liverpool, United Kingdom
Salary:Up to £30,000.00 depending on experience
The Role

  • Who are we? We are the team that work 24/7 365 days a year and we make a difference to people's lives; we even work that extra day in a leap year? Still interested?......
  • We are Voice Services and we provide a critical service in a contact centre where speed and response saves lives. We connect people through to the emergency service they need quickly, effectively and without judgement and opinion, answering hundreds of calls per shift. We provide the Relay UK service to those people who need it most. Helping people with hearing and speech difficulties communicate with anyone over the phone. We are that vital link. We also support Directory Enquiry and Operator Assistance calls.
  • You will be a leader of a team of Incident Controllers who monitor and manage the critical services we deliver 24/7 365 days a year. You will provide the coaching and support the team needs to ensure optimum delivery of service. Through Leadership of the team and acting as an escalation point, you will lead on service delivery for Voice Services. No two days are the same and you will be faced with new challenges on a regular basis. That's where you will then shine and come alive, reacting to the situations that arise daily, hourly and sometimes needing to respond to changes minute by minute.
  • We need someone who is able to act under pressure, with a cool head supporting the teams around them. Whilst doing this making sure the caller or the situation is at the heart of everything that they do.
  • Core hours are 06:00 18:00 any 5 days over 7 however full flexibility is required to ensure the team and services which are delivered over 24/7/365 and always have sufficient support.

You'll have the following responsibilities

  • To lead on the Service and Incident Management delivered in Voice Services through a team of Incident Controllers.
  • Act as first point of incident management escalations and fully own any escalations through to conclusion in accordance with the Voice Services' business continuity management processes.
  • To deal with incident and service management escalations on a 24/7 basis as part of an oncall rota, in line with the 24/7 nature of the business and the services it provides
  • Performance management providing coaching, development opportunities and giving appropriate recognition to drive a high performance culture.
  • Lead by example by communicating effectively with teams and individuals by being able to deliver and contextualise key messages (good news/bad news/change communications) in a way which makes information impactful and relevant.
  • Achieve KPI's to meet SLA's by creating robust plans to drive results and remove any barriers to providing excellent customer care
  • Resource management, being creative and fostering innovation at all times to provide suitably skilled and trained people to meet the volatile demands of all work streams
  • Create a positive working environment by listening and engaging the team to contribute and participate in driving local improvement activities. Encourage efficiency, cost saving, wellbeing and safety
  • Proven resilience and the ability to succeed under pressure
  • Outside of the box thinking, as not every situation will have a step by step guide on how to deal with
  • Flexible and adaptable, able to respond to constantly changing operational requirements and emergency situations
  • Able to role model leadership behaviours as set out in the BT Connected Leaders framework
  • Able to analyse and interpret management information to drive effective service delivery and team performance
  • Effective planning and organisation skills, demonstrating how can adapt to being proactive

What we are looking for

  • Incident Management the ability and experience of managing an incident and ensure business continuity management processes are followed to ensure the business continues to operate and steps are taken to recover to businessasusual service levels
  • Demonstrable experience of effective people management including of an operational team call centre management experience is desirable
  • Ability to coach an operational team Connected Leaders capabilities
  • Good knowledge of BT Voice Services products and processes
  • Effective communication regular and honest conversations with emotional intelligence
  • Analytical able to understand service trends to drive performance and process improvements
  • Develop the overall capability of the team by supporting individual needs with relevant PDPS and creating career opportunities
  • Collaboration by actively building relationships both internally externally to deliver the best possible results and sharing best practice.
  • Team performance and the
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