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Summary of the role:

As Sales Order Processing, this role is responsible for making sure all sales orders across a defined sales team within the SME organisation are placed effectively and efficiently, to ensure we deliver brilliant sales performance and customer experience. The orders will be varied, as they will come from both SME customers and prospects, and span across all BT and EE’s products and services. The role holder receives orders, validates the solution, and ensure the order is accurately placed on our systems, to be managed to delivery. Through attention to detail and strong communication with internal and external stakeholders, the role holder will be a key point of contact for customers and suppliers through the order journey, making sure appropriate solutions that meet customers needs are ordered right first time, and delivered to time and quality.

Responsibilities:

• Receive and prioritise orders within own work stack, to make sure maximum revenue is secured for the business, and customers are served ina timely manner.
• Identify and resolve order entry quality issues where applicable.
• Identify any projects and associated orders, and verbally validate these with the customer at the earliest opportunity, to give the customer assurance that their order is being managed in a timely and professional manner.
• Ensure all necessary co-ordination work is managed in accordance the set procedures and KPIs / KCIs, which have been applied to meet customer’s needs. Follow the rules of compliance and our suppliers SLA’s.
• Pro-actively manage tasks on all products within an order, raising requirements for components on relevant systems in an efficient and effective manner.
• Escalate order issues where necessary and appropriate via the set escalation procedures.
• Receive and take ownership of escalations from customers or other BT departments that are related to a provision order(s) and resolve in a timely manner.
• Build strong relationships with both internal and external stakeholders.
• Take ownership and attempt to resolve issues caused by the order processing journey that have led to any failed orders / outstanding orders beyond the forecast delivery date.
• Monitor and update customer and order details via multiple systems.
• Utilise decision making skills to provide, where applicable, alternative solutions that may better suit a customers need within their order / help them get or stay connected while products and services are delivered, liasing with sales, to balance profitability, pace of delivery, and customer experience.
• To implement duty specific and local procedures, and assist the line manager to identify any areas where improvements could be made to the process.
• Use all required systems effectively and productively to maximise efficiency.
• Demonstrate excellence and compliance in the use of the relevant systems, software applications, fault reporting, telephony, and all other BT office automation systems.
• Take ownership of own performance and development plans in order to meet your objectives and continually improve performance and efficiency.
• Behave in accordance with Being Trusted: Our Code, the BT Values, and other defnied job standards including sharing learning and contributing to the wider performance of the team.

Skills required:

• Have strong attention to detail skills
• Comfortable with software systems / databases
• Familiar with excel
• Excellent customer service skills an experience in this field
• Experience within a sales environment is advantageous

Other information:
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.
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.

*Studies have shown that women, people with long-term health conditions, disabilities, or are neurodiverse, and people of colour are less likely to apply to jobs unless they meet every single qualification and criteria. So, if you're excited about this role but your past-experience doesn't align perfectly with every requirement, don’t worry – we’d still love you to apply!

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