You will be responsible for proactively managing jeopardy tasks on Ethernet orders as well as delivery exceptions, working across BT, Networks, Openreach and customer stakeholders to restore delivery performance, minimise customer impact and support successful order completion, all the time providing best in class customer service to our customers.
· Take ownership of assigned jeopardy cases and determine the appropriate actions, prioritisation and escalation route needed to restore order progression within agreed processes and authority levels. Effectively manage jeopardy tasks and fallout for Ethernet orders, ensuring all orders completed in a timely manner.
· Co-ordinate orders across internal and supplier systems.
· To support the delivery of continuous improvement, highlight any operational or process problems/issues as they arise and provide upward feedback on ideas or initiatives to support own and team performance.
· Demonstrate competent complaint handling and problem-solving skills; taking ownership through to resolution.
· Manage level 1 escalations and complaints from both internal and external customers through to a successful conclusion within defined timescales.
· Perform root cause analysis of orders and tasks/activities as required and implement robust improvement plans where applicable.
· Take on project work in support of customer delivery or in support of other LOBs to achieve customer delivery and satisfaction.
· Provide management or customer reports when necessary.
· Undertake when needed additional activity to support Line Manager.
· Understand Openreach EAD install procedures and utilise Openreach customer portal to obtain information on circuit progress and escalate where needed.
· Work and communicate effectively with all necessary upstream and downstream functions (e.g. account teams, market units, billing teams, business improvement specialists and product line, etc.). to improve the end-to-end process and achieve the customer and business outcomes.
· Always communicate professionally and appropriate to the medium (e.g. face to face, phone or email.), the situation (e.g. team meetings, presentations) and the audience. (E.g. internal/external customer, management, colleagues, etc.).
· Provide relevant expertise and support to both internal and external customers as required (e.g. to account teams, product line), on the continual development of products and services.
· Build positive relationships with customers and suppliers.
· Support digital transformation implementation and provide feedback and insights to drive a smoother more efficient order journey.
· A set number of activities make up an expected hourly/daily RE (reasonable expectation) that will be monitored by your manager or team coach
· Availability to take customer calls, time to answer linked to a team abandonment rate
· Quality, has everything that can be done to progress the order been completed, customer contact in a structured format and all relevant order updates clear and accurate on the order management system
· Leads to sales, identifying opportunities for our SMB customers and sending a lead to our sales teams helping grow the business
The ideal candidate will have experience or knowledge of Ethernet delivery, with products such as, EAD, EOFTTP, Fibre on Demand.
Experience of dealing with Openreach and Openreach systems would also be desired.
Previous experience of customer service, jeopardy or exception management, with experience of managing customer and stakeholder interactions through complex delivery issues.
Ability to manage multiple orders/tasks and prioritise workload against customer commitments and delivery timescales.
