Customer Delivery Expert

Job Description

Why this role matters

Customer Delivery Expert is a complex role where the CDE is responsible for one of key customers orders end to end across the globe, accountable and drive KPIs globally for the account, while train, coach & mentor CDPs and new joiner CDEs.
Act as a SPOC towards the customer A-end/account team, consolidate delivery reporting, may manage the most critical/high profile/Hub orders as defined by customer requirements and act as SPOC across multiple B-end regions.
Own and drive service improvement plans, address structural issues related to the customer and may be consulted during Win New Business phase.

What you’ll be doing

Key responsibilities:
• Managing limited number of critical orders in the assigned region
• Supporting and acting as SME on a specific set of orders globally defined by complexity of the account
• Prepare, consolidated BAU product weekly global report for the PM/customer/account team via MySD Bundles
• Responsible for the end to end relationship for both internal and external customers. Take accountability for service implementation and act as SPOC for customers, internal departments for delivery related questions
• Work hand in hand with the project management team (if assigned) to ensure correct expectations are set right first time and to ensure that customer specific RACI is clarified and followed
• Ensure all KPI (Key Performance Index) are delivered against agreed targets working with organisations within BT to ensure it is achieved, maintain a high focus and drive on performance and operational jeopardy management.
• Manage customer escalations/expedite in line with the escalation/expedite process
• Support 2nd level escalations, expedites and inquiries related to order delivery in the assigned region and outside of their assigned regions with the help of relevant Team Leads/RDS.
• Act as an SME towards supplier, account and sales teams and be consulted for delivery constraints that can ensure setting the right expectations, set up delivery for success and contribute to the NPS score.
• Complete root cause analysis outcome on failed installs to customer/account team in their assigned regions
• May support complex migrations, migrations prep calls and access supplier troubleshooting support to ensure positive customer experience (hub & key sites) – knowledge sharing with the team\
• May act as a SPOC on region specific supplier weekly calls for updates on assigned account/customer

Additional responsibilities:
• Represent delivery community in improvement projects, ORTs, UATs
• New joiner trainings, refreshment trainings for CDPs, knowledge calls
• May represent Service Delivery organisation as an SME in knowledge calls

The skills and experience you need

• Strong experience in the field of service delivery
• Strong stakeholder management skills
• Fluent English – any additional language is a plus
• Customer focused mind-set
• Drive for performance and results proactively
• Team player, open and co-operative
• Out of the box thinking, flexibility
• Systemic & analytical thinking
• Self-confidence and self-sufficient while working alone
• Strong communication and stakeholder management skills – both verbal and written
• Experience in managing complex processes and multiple suppliers is preferred.
• Ability to quickly oversee complex processes and products.
• Problem solving and initiating corrective actions
• Ability to analyse and respond to complex customer service requirements.
• Able to manage multiple tasks, customers and priorities in a demanding environment.

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. ‘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.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.