Overview

Position Title: Customer service team leader

Company: BT

Location: Reading, UK

Job Description

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 direct enquiry calls and operator assisted calls.

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.