Senior Analyst

Job Description

Recruiter: Krystle James

Hiring Manager: Janine Simpson

Career Grade: TM3

Internal Closing Date: 27/08/24

Why this job matters

This role is vital in delivering a best in class customer service experience to all of our customers. We are vital in contributing to the market leading proposition, and this role is key to ensuring satisfaction of our communication providers, ensuring delivery against key performance measures. This role will put you at the forefront of maintaining our customers passion for their business through upholding excellent output from the team.

This job role is based in Sheffield. Hybrid (3 days office based & 2 days remote. Mon-Fri 8am-6pm Flexible). SC NPPV clearance must be obtainable. Must be resident in the UK for 5 years+ in order to attain this.

What you'll be doing

• Customer Interaction:

Answer customer queries promptly, maintaining a polite and professional demeanor at all times. Accurately capture all customer issues in the incident management system and provide meaningful updates to inform customers of incident progress.

• Coaching and Guidance:

Provide coaching and guidance on resolving complex technical issues to a high-quality standard. Own operational processes while supporting the manager with complex issues.

• Performance and Development:

Achieve personal KPIs and quality objectives. Take ownership of personal development to continually improve skills and enhance performance. Participate actively in continuous improvement initiatives at both the team and individual levels.

Essential Skills

• Experience of working within a fast-paced Service Operations team.
• Experience in analysis of incident and fault journeys
• Ability to demonstrate customer and service obsession, where you and your team put resolving customer issues at the heart of everything you and your team do
• Strong Continuous Improvement ethos, with experience of leading a team who’s core DNA is underpinned by CI
• Extensive knowledge of the Service Operations team and have the ability to articulate this to varying audience levels within the business.

What we'd like to see on your CV

• Work well under pressure, have good time management and ability to multi-task.
• High impacting coaching skillset
• Ability to deal with people across a wide range of technical and ITIL functions.

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• Competitive salary
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• On-call allowance
• 22 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

#LI-Hybrid

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.

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.

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.