Team Leader - Bangor, United Kingdom - BT

Verified Company

Bangor, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

Team Leader - Voice Services

Job Req ID:29829
Posting Date:22 Feb 2024
Function:Service
Unit:Business
Location:Bethesda, Bangor (Wales), United Kingdom
Salary:Competitive
To note this role is full time, fully office based and you will be working in a shift pattern.

Why this job matters:

To lead and motivate a team of customer service advisors to maximise team effectiveness, call quality and productivity. Ensuring each advisor delivers a high standard of service 24/7/365 in accordance with the specific expectations/SLA, of each call type (including critical services), compliance and increases revenue collection.

Held accountable for:

This is an operational management role, accountable for:
Team performance and the delivery of high volume blended services to meet all KPI measures, whilst remaining compliant with BT Policies and regulatory obligations
Ensure team receives all relevant communications and updates, train and develop Advisors to broaden skillset, ensure knowledgemanagement completed by Advisors, coach and performance manage
Act as first point for any customer escalations and fully owns these; following processes to meet customer needs
Driving ownership and responsibility of customer calls ensuring every customer contact is seen as an opportunity to positively impress
Knowledge and understanding of BT products, Services, processes and systems within own product areas.
Health & Safety/Safe working practices & effectively managing / coaching their team to continuously improve Employee Engagement

What you'll be doing:

Performance management providing coaching, development opportunities and giving appropriate recognition to drive a highperformance culture.
Communicate 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 in the Centre
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.

Core competencies, knowledge and experience:

Demonstrable experience of effective people management including of an operational team
Previous experience of leading a Team size of 15 and above.
Ability to coach an operational team Connected Leaders capabilities
Good knowledge of BT Voice Services products and processes to be effective as a first line escalation and team leader
Effective communication regular and honest conversations with emotional intelligence
Analytical able to understand service trends to drive performance and process improvements
Collaboration on a national level (including Realtime and Planning teams and externally (Emergency Authorities)
Call centre management experience desirable

The skills you'll need:

Complaint Management

Information Management
Communication
Issue Resolution
Problem Solving
Customer Insights
Commercial Acumen
KPI/Metric Monitoring
Feedback Management
Customer Relationship Management
Knowledge Management
Talent Management
Performance Management
Escalation Management
Decision Making
Growth Mindset
Stakeholder Management
Inclusive Leadership

Our leadership standards:

Looking in:

Leading inclusively and Safely - I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes - I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer - I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy - I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset - I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future - I build diverse future-ready teams where all individuals can be at their best.