Central Resource Coordinator - Sheffield, United Kingdom - BT Group

BT Group
BT Group
Verified Company
Sheffield, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Central Resource Coordinator


Job Req ID:21156
Posting Date:9 Aug 2023
Function:Customer Service
Location:Northern Command Centre, Sheffield, United Kingdom
Salary:27,868
Job Req ID: 21156
Posting Date: 9/8/2023
Function:Customer Service
Location:Sheffield
Salary: £27,868
Why this job matters

  • As the Central Resource Coordinator you will engage with all areas across Field Customer Service, from the Project teams to the customers. You will use capacity planning to ensure BAU and nonBAU work is reviewed and resourced up to 90 days out. You will ensure the unit meets its service targets and take ownership of absence requests, in line with agreed thresholds.

What you'll be doing

  • Manage customer escalations by utilising resource solutions, and jeopardy manage capacity issues in line with closure dates.
  • Effectively deploy field resources for maximum efficiency from your unit, working collaboratively with everyone to maintain resource availability within agreed lead times.
  • Manage requests and enquiries for planned absences, including bulk absences such as Christmas scheduling.
  • Record problems and complaints in a professional manner, handling any system overrides. Where necessary analyse system refusals and advise line managers of resource implications.
  • Work closely with wider teams and regional delivery partners, and through this you will continually improve Control's way of working.

The skills you'll need

  • Proficient in Microsoft Office
  • Customer service skills
  • Problem solving
  • Experience in capacity and resource planning
  • Product knowledge would be advantageous

Benefits

  • 22 days annual leave + bank holidays
  • Generous pension scheme
  • BT share plan
  • Discounted BT Broadband & TV
  • Flexible working arrangements

Why BT?

  • 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 startups. 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 multiskilled team that makes a significant impact to society.
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