Applicants apply for Team Leader - Service Desk

Job Description

* Your title Your subtitle -->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 roleThe role holder is principally responsible for managing Bespoke customer operations, building and maintaining customer service relationships. The role holder will be required to manage Voice Operations team for Nationwide Contract. Handle a team of L1, L2 & L3 engineers and take care of daily Operations SLA.A first line leadership role which will play a key role in driving a positive culture change amongst people, provide a healthy work environment with an equal focus on nurturing talent by providing learning opportunities and growth. The person would be accountable for meeting team commitments around KPIs/SLAs established and would work closely with transformation teams to achieve objectives around financial, people and customer targets.He/ She will be responsible to manage a team of SREs , SSREs, TMP & IMP with a focus on delivering exceptional customer experience by managing network faults, enquiries, escalations etc. in an effective and time bound manner. Youll have the following responsibilitiesDriver of People Principles - To lead, manage and develop an Operational team of team members dealing with be-spoke or standard product catalogue.To meet KPIs defined under People management attrition, Your Say, trainings, upskilling etc. for the team.To meet overall KPIs defined including FCR, MTTR etc. with an aim to improve customer experience.Own and role model the Agile values, using the CI/Agile methodology to build a team that proactively solves complex problems, delivers improved Customer Outcomes, collaborates with teams across the Customer Journey and ensures all team members lead and contribute to the daily stand-up meeting.To focus on key pillars (enablers) like management of a KMS, ensuring regular coaching and training sessions for SREs and new employees, highlight and mitigate tool specific issues etc.To own and develop the Customer Relationship with their designated customer-base and to deliver excellent customer satisfaction. This could be at peer level or higher within the customer organisationTo attend review meetings with Customers and Account Team Managers to solve/raise issuesTo be responsible for resource planning and capability matching within their teamTo demonstrate good knowledge of BT products, processes and their customer baseTo build and maintain internal relationships across own organisation and, where appropriate, the wider unitBe a good coach and mentor with focus on People Development and ensuring upskilling of the team members.Ensuring regular performance conversation with team with factual data and metrices. Promote a rewarding culture within the team by timely recognition and career progressions through equal opportunities for all.To meet all people management related targetsEnsure all DR s are following the Published Processes when working on ITIL functions and make regular checks to enforce this. Business Impact:Authority/Decision Making: Owns the responsibility to deeply understand and deliver targets defined in performance dashboard. Proactively manages customer service, monitors and takes appropriate action as a result of customer feedback, complaints and/or service / debtor results, advises senior managers, manages customer expectations and agrees standards Owns the responsibility for root cause analysisDevelops and implements a Customer Service Plan and a Service Development Plan (where appropriateYoull have the following skills & experienceQualifications: Minimum Graduation, or equivalent professional qualifications or experience; CCNA, CCNP - Voice Background & ITIL certification desirable with strong technical skills 1. Skills and Qualifications Strong people management and Customer management skills24 X 7 availability to join troubleshooting calls for major incidents.L-1 level Troubleshooting skills for LAN/WAN/WLAN.Expertise in concepts so as to effectively drive team and deliver targets.Able to coach and enable team members to achieve their role (non-technical and technical training)Ability to champion best practice within the unit through awareness of and adherence to process and procedures.Ability to support Major Incidents as Incident CommanderAbility to liaise with Internal and External customers and suppliers at any levelStrong communication and interpersonal skills.Ability to work under tight timescalesSound knowledge of BT back-end systems and network management toolsAble to work with little or no supervision and with limited technical support.Demonstrate leadership skills in an agile environment hence fostering a culture of collaboration, recognition, continuous learning and innovationAbout BTBT 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.Were now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And were 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 youre interested in the power of potential, why not join us today and release yours You can read more here about what its like to work at BTHow to ApplyIts easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Dont worry if you need to make changes - youll have the opportunity to review and edit your work on the final page. We look forward to receiving your application, *.

Keyskills :
salesslacoachingcustomer relationscustomer servicequality