Contact Centre Manager Dundee, Scotland
BT
Full Time
Dundee, Scotland
31594 - 45176 GBP ANNUAL Today
Job description
Contact Centre Manager - Second Line Repair
Job Req ID: 13108
Posting Date: 21-Mar-2023
Function: Customer Service
Location:
Dundee Contact Centre, Dundee, United Kingdom
Salary: Competitive + Excellent Benefits
Why this job matters
The Customer Service Manager leads a team to deliver service, post-sales support and solutions programmes within a specified customer segment and delivers customer results for support operations through successful direction of a customer service team.
This role is vital in delivering best in class customer service experience, focused on helping and supporting our SME and low end Corporate customers during the Repair and Billing ‘In Life’ part of their journey. This will be delivered through a highly effective and efficient Contact Centre operation, supporting our customers seven days a week, with a high performing Multiskilled advisor base. You will develop and lead a team of highly engaged leaders and team members who are obsessed with our customers and early resolution of their issues, as well as making sure our customers have the best products and services for their business. You and your team will be agile and responsive to customer demand, no matter what time of day. This will all be underpinned by simple and consistent processes and with CI at the core of everything you do to ensure you and your team are equally obsessed with finding ways to improve what we do and how we do it. As the world of technology advances at pace, your team will be at the forefront of this as operational pioneers, embracing ways to use smart technology to be even more effective in supporting our customers.
What you’ll be doing
1. Coordinates customer performance, ensuring processes are followed to maintain levels of quality and responsiveness to meet service level agreements (SLAs) around goals, customer satisfaction, escalations.
2. Manages feedback loops, supporting strategic decisions made within the BT Group's lines of business with actionable quantitative data.
3. Manages reporting, and review of analytics and metrics to assist in defining trends, key risk and key performance indicators in efforts to identify and proactively address problems and manage the operational performance of the BT Group.
4. Manages teams through proper workflow and data entry of incidents, requests, problems, and knowledge articles.
5. Coordinates the resolution of complex issues using advanced technical knowledge where analysis of service quality is reviewed and used to enhance the tech support service model.
6. Monitors, manages and ensures implementation of methodologies, techniques, and evaluation criteria for projects, programmes, and people-based enhancements.
7. Drives the execution of business case creation for enhancement investments that will improve the overall experience associated with customer service capabilities.
8. Champions, continuously develops and shares with team knowledge on emerging trends and changes in customer service.
9. Coaches talent, and leads others, to develop capabilities and ensure performance through upskilling, development and recruitment.
10. Implements ways to continuously improve and optimise working processes within the area of customer service.
11. Manages complex/ senior stakeholder and customer relationships.
2. Manages feedback loops, supporting strategic decisions made within the BT Group's lines of business with actionable quantitative data.
3. Manages reporting, and review of analytics and metrics to assist in defining trends, key risk and key performance indicators in efforts to identify and proactively address problems and manage the operational performance of the BT Group.
4. Manages teams through proper workflow and data entry of incidents, requests, problems, and knowledge articles.
5. Coordinates the resolution of complex issues using advanced technical knowledge where analysis of service quality is reviewed and used to enhance the tech support service model.
6. Monitors, manages and ensures implementation of methodologies, techniques, and evaluation criteria for projects, programmes, and people-based enhancements.
7. Drives the execution of business case creation for enhancement investments that will improve the overall experience associated with customer service capabilities.
8. Champions, continuously develops and shares with team knowledge on emerging trends and changes in customer service.
9. Coaches talent, and leads others, to develop capabilities and ensure performance through upskilling, development and recruitment.
10. Implements ways to continuously improve and optimise working processes within the area of customer service.
11. Manages complex/ senior stakeholder and customer relationships.
What you'll bring
- Ability to lead a large operational, multiskilled, multi-channel contact centre, manage operational performance, with the experience of driving, delivering and maintaining a detailed focus on operational metrics
- Ability to motivate and inspire a large operational team working across a full 7 day window, who will be highly engaged and highly effective, under a shared vision
- Strong people leadership skills to ensure a highly effective and high performing first line manager community of direct reports, through to the advisor / team members
- Proven experience of performance management, with a skillset including attendance, performance, HR cases, HR processes, Hearings and Appeals – all focused on ensuring we develop high performing team members, who are well supported, but at the same you are proactive in responding to attendance and performance issues.
- Strong Continuous Improvement ethos, with experience of embedding the CI culture and processes into your operating model as part of the Centre’s DNA.
- Strong stakeholder and relationship management skills to work across Business Customer Support, Customer Service and Enterprise
- Strong, positive and challenging voice across the senior leadership team of Business Customer Support and the wider Enterprise Team to drive improvement to our customers’ experience and influence transformational change and delivery.
- Large scale 24x7 Contact Centre leadership at Centre Manager / second line manager level
- Ability to demonstrate delivery of stretching customer and operational targets, as well as driving improvements
- Experience of HR processes, with demonstrated skills of managing simple and complex cases across attendance, performance and misconduct
Benefits
- Competitive salary
- 10% on target bonus
- 25 days annual leave, plus bank holidays
- Pension scheme (5% from you, 10% from BT)
- Flexible benefits
- Employee discounts (50% off EE for you, 30% off EE for friends & family and discounted BT broadband & TV)
- Flexible Working - This role offers a 3 together, 2 wherever working model
Essential Skills
Customer Experience
Continuous Improvement
Issue Diagnosis
Commercial Acumen
Communication
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
