Back

Customer Service Team Lead Nottingham, England

Full Time Nottingham, England 31334 - 38283 GBP ANNUAL Today

Job description

Customer Service Team Lead

Job Req ID: 19256

Posting Date: 24 Jul 2023

Function: BT contact centres

Location: Arnold, Nottingham, United Kingdom

Salary: Competitive with benefits

Closing Date: 31/08/2023
Location: Bowman/Sheriff Exchange, Bath Street, Nottingham, NG1 1BZ
Working Hours: 3 x full time/part time 6 months secondment roles

This role entails working around the clock, 24/7, so flexibility across all hours is a requirement.

Why Business?

Our aim is to create a world-class BT Business unit that delivers long-term value for our customers, colleagues, partners, investors, and other stakeholders, both in the UK and internationally, across the full range of business segments from small enterprises to governments and multinational companies. This includes:

Driving full integration of channels and products to best serve our business, government, and wholesale customers in the UK and internationally.
Investing strategically in present and future needs of customers, aligned behind common digital, network and security platforms.
Accelerating our transformation plans and delivery of next generation products and services, making it easier for customers to do business with BT and for BT to transact more profitably with customers; and
Continuing to invest in the skills, technology and partnerships required to return to growth and become the leading provider of secure multi-cloud connectivity.

Why this job matters

The objective of this role is to effectively lead and inspire a team of customer service advisors, ensuring their maximum efficiency, call quality, and productivity. The goal is to ensure that each advisor consistently provides a high standard of service, around the clock, every day of the year, in line with the specific expectations and service level agreements (SLAs) for each call type, including critical services. Additionally, it is essential to prioritise compliance and enhance revenue collection.

BT is passionate about ensuring everyone can have an opportunity to build a successful career, to find out more view our YOU CAN video here:

You can (bt.com)

What you’ll be doing

Ensure the team consistently performs at a high level, effectively delivering a variety of services while meeting all key performance indicator (KPI) targets.

Foster a high-performance culture through performance management, including coaching, providing development opportunities, and recognising achievements.

Effectively communicate with teams and individuals, delivering key messages (whether good news, bad news, or related to change) in a way that is impactful and relevant to their roles.

Drive results and meet SLAs by setting and achieving KPIs, creating robust plans, and removing any obstacles that hinder excellent customer care.

Manage resources efficiently by promoting creativity and fostering innovation, ensuring that adequately skilled and trained individuals are available to meet the dynamic demands of all work streams.

Cultivate a positive working environment by actively listening to and engaging the team, encouraging their contributions in driving local improvement activities. Prioritise efficiency, cost-saving measures, well-being, and safety in the centre.

Enhance the team's overall capability by supporting individual needs through relevant Personal Development Plans (PDPs) and creating career advancement opportunities.

Foster collaboration by actively building relationships both internally and externally, striving to deliver the best possible results and sharing best practices.

What we would like to see on your CV

Highly skilled in coaching individuals to achieve their best potential.

A proficient and adept people leader and manager.

Passionate about delivering exceptional experiences for all callers.

Flexible and adaptable, capable of swiftly responding to ever-changing operational demands.

Proficient in identifying opportunities and eliminating obstacles to enhance work processes.

Demonstrates leadership behaviours in line with the BT Connected Leaders framework.

Cultivates an environment that enables individuals to excel in their roles.

Oriented towards quality, customer satisfaction, and achieving KPIs.

Capable of analysing and interpreting management information to drive effective service delivery and team performance.

Collaborates effectively with others to achieve common goals.

Possesses strong planning and organisational skills.

The skills you’ll need

Communication

Interpersonal

Performance Management

Decision Making

Employee Engagement

HR Operations

Benefits include

BT sourced pension scheme- 6% BT contributions

Purchase discounted BT shares

Options including childcare vouchers, private healthcare, season ticket loan

Discounted products including broadband and BT Sport

Access to 100s of retail discounts including the BT shop

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

Post Jobs Online Apply Job