Overview

Position Title: Customer service team leader

Company: BT

Location: Belfast, UK

Job Description

You will be a leader of a team, but not just yours… in this unique centre you will also support, develop and manage your fellow team leader’s teams. No two days are the same, you can plan out your days with coaching, 121s, catching up on your emails and planning investment time for your team, but due to the nature of this role you may go into alert then your plans can go out of the window…. That’s where you will then shine and come alive reacting to the situations that arise daily, hourly and sometimes within a minute. (We need a person who won’t be disheartened if they don’t get their to do list done).

Responsibilities:

  • Performance management providing coaching, development opportunities and giving appropriate recognition to drive a high performance culture. Supporting your team and others teams in the centre.
  • 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 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.
  • 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 knowledge-management 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
  • Lead by example being passionate about creating the best experience for all our callers

Requirements:

  • 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 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
  • 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
  • Collaboration on a national level (including Real-time and Planning teams and externally (Emergency Authorities)
  • Flexible and adaptable, able to respond to constantly changing operational requirements and emergency situations.
  • Able to identify opportunities and remove barriers to enhance ways of working
  • 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.
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About BT

Over the past 180 years we’ve established ourselves as a strong brand capable of achieving great things. We support emergency services and hospitals, keep economies around the world online and secure, and deliver large scale infrastructure for global events such as the London 2012 Olympics. In recent years we’ve entered new markets and successfully launched BT Sport and BT Mobile, and acquired EE.