Central Resourcing Professional Sheffield, England
BT
Full Time
Sheffield, England
30759 - 44733 GBP ANNUAL Today
Job description
Central Resourcing Professional
Job Req ID: 13697
Posting Date: 04-Apr-2023
Function: Customer Service
Location:
Northern Command Centre, Sheffield, United Kingdom
Salary: Competitive + Excellent Benefits
Why this job matters
The Central Resourcing Professional role is accountable to engage with all areas of EFS, project teams, customers, strategic capacity planning and the front door to ensure bespoke and complex field requests are managed in-life, while ensuring all appropriate AIS steps are taken to ensure successful completion of field projects working as the conduit between all key stakeholders to ensure we meet customer demand.
What you’ll be doing
1. Supports the implementation of specific customer service management plans, ensuring customer value realisation, retention and renewals.
2. Monitors and supports the reporting of customer service metrics, including escalations, resolutions, health indicators, and renewal dates in alignment with BT Group standards.
3. Supports and participates in building value-based relationships with customers to optimise customer service whilst leveraging the BT Group's resource pool.
4. Executes a range of customer, operational, project and service activities within the Customer Service team and other related teams, within guidelines and policies.
5. Supports in the implementation of ways to improve working processes within the area of customer service responsibility.
2. Monitors and supports the reporting of customer service metrics, including escalations, resolutions, health indicators, and renewal dates in alignment with BT Group standards.
3. Supports and participates in building value-based relationships with customers to optimise customer service whilst leveraging the BT Group's resource pool.
4. Executes a range of customer, operational, project and service activities within the Customer Service team and other related teams, within guidelines and policies.
5. Supports in the implementation of ways to improve working processes within the area of customer service responsibility.
What you'll bring
- Stakeholder management: Collaborative working with key stakeholders both internal & external.
- Leadership capability: able to manage situations to meet demand with high profile customers and able to multitask whilst working well under pressure.
- Results focus ability to make decisions and deliver against multiple deadlines whilst maintaining a high levels of customer satisfaction.
- Continuous improvement: knowledge and expertise to drive improvements and simplify processes.
- Understands and cares about our customers, putting them at the heart of their activities.
- Builds positive and collaborative working relationships with their colleagues, looking to share, support and find better ways of working.
- Evidence of Strong customer focus and drive to provide proactive, pre-emptive, and best in class service.
The skills you’ll need
Communication
Continuous Improvement
Customer Experience
Time Management
Customer Relationship Management
Benefits
At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include
- Competitive salary and on-target bonus plan
- World-class training and development opportunities
- 25 days’ annual leave (not including bank holidays)
- Discounted broadband, mobile and TV packages
- Share option and pension scheme programmes
- Flexible benefits to fit around you
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
BT
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
