Team Leader - Bangor, United Kingdom - BT

BT
BT
Verified Company
Bangor, United Kingdom

1 month ago

Tom O´Connor

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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.
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