Job Description

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours. There are two things that we want to share with anyone considering joining us. Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it. Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.



About this role

• Has responsibility for planning and managing all aspects of the delivery of projects of varying size and complexity. Is likely to manage several projects at the same time and will input into management as the leader of project teams. Supervises the work of project staff/3rd party installation teams, and will delegate work to ensure deliverables are met.
• Responsible for the delivery of the projects within defined financial budgets and deadlines .
• Must have developed the appropriate communication skills with a sound ability to negotiate internally and externally in client and stakeholder relationships. Will interface with 3rd party suppliers, which involves the selection of suppliers, negotiating agreements, planning, managing timelines and quality of delivery.
• To provide high quality 2nd level technical support to BT Trading & Command (TC) customers, service providers and installation contractors in the location.
• To be accountable for all assigned installation projects, and to own all escalated issues relating to that project until resolution.
• To coach and train BT staff, service providers and installation contractors in the location.
• To provide ad hoc sales support to customers and the BT sales community.

You'll have the following responsibilities
Principle Responsibilities – Service Assurance

• System performance - To identify, follow up and rectify any escalated issues (e.g. cases, incidents, problems, faults, errors, alarms etc.) which may occur from time to time on customer systems. This can be done in person and /or through the management of 3rd parties and contractors.
• Customer focus - To develop long and trusting relationships with customers, ensuring they are always kept informed and updated in a timely manner on any escalated issues.
• New technology - To study new BT Trading & command products and technologies, and to maintain a high level of technical know-how in those areas and to be the lead in those areas.
• Coaching - To pass on practical knowledge to colleagues, service providers and suppliers at every opportunity, through production of quality support documentation and training sessions.
• Support - To provide quality 2nd line technical expertise and support to customers and service providers.
• Leadership - To lead support teams which typically comprise of service agency engineers, and colleagues, to tackle and resolve system faults or errors.
• Standby - To be available to provide remote technical telephone support outside the normal contract hours, and onsite support for major escalated issues.
• Customer information - To ensure that all system documentation and databases are updated following any additions or changes on site, in a timely and professional manner, following set quality standards.
• Processes - Ensure that all appropriate and latest BT global practices, processes and policies are understood and followed.

Principle Responsibilities – Service Delivery

• Accountability - To have accountability for projects of varying degrees of complexity and risk.
• Customer Training - To ensure training of customer end users and administration staff is carried out to quality standards.
• Leadership - To lead teams which typically comprise of service provider engineers and installation subcontractors to successfully deliver projects.
• Handover - To ensure that project handover processes (inc. order completion, site documentation etc.) to relevant internal and external parties is completed in a timely and professional manner following set quality guidelines.
• To be accountable for projects that will typically involve a significant element of risk and require ability to use and adapt recognised project management methods and processes, depending on the elements of the risk profile and governance needs.
• Delivers projects to meet contractually agreed obligations and / or service levels whilst ensuring quality of delivery within defined financial budgets, while maintaining and developing high levels of customer satisfaction.
• Coach / mentor and guide subcontractors and service providers during the delivery of projects.

You'll have the following skills & experience

• Minimum 5 years field services technical support (tier 2) and project management, in the dealing room environment.
• Ability to communicate effectively with customers and partners from varied cultural backgrounds.
• Ability to work under pressure, sometimes for long unsocial hours.
• A good team player with tactful communication skills.
• Must required good Knowledge , BT Trading floor system [ ITS ,Session Manager and BT Trading ] + Voice records like NICE NTR , Verba and BT Recorder v11.1/15.2.
• Highly competent spoken and written English, and one or more Asian Languages (Mandarin, Malay, Indonesian, Tagalog, Thai, Hindi and Marathi)
• Will have had experience of leading and delivering projects, requiring management of timeframes, budgets, resources (including third party suppliers), and project and service deliverables.
• Good level of business and commercial acumen.
• Ability to have the robust/difficult conversations with customers, third party suppliers and stakeholders.

About BT BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT How to Apply It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!






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