Service Front Door Professional

Job Description

Job Req ID: 57991

Posting Date: 29/04/2026

Function: Service

Location: Belfast, London, Manchester, Leeds or Dundee

About the role

As a Service Front Door Professional, you’ll play a key role in shaping how work enters the business driving consistency, transparency and better outcomes across the organisation. This is an opportunity to influence end‑to‑end processes, collaborate with senior stakeholders, and help simplify how we deliver for our customers.

You’ll act as a subject matter expert and central point of entry (“Front Door”) for resource demand, bringing a deep understanding of the current front door process and a passion for continuous improvement. Working closely with key stakeholders, including operational teams, across the business, you’ll play a key role in improving how work flows into the organisation.

What you’ll be doing

• Drive and maintain quality of all front door requests to ensure request is within budget and agreed timescales and all details required to recruit the correct role, grade, volume, and location are provided.
• Ensures appropriate checks and balances exist within the process to ensure that KPI’s can be achieved, and requests delivered in a timely and efficient way.
• Maintains up to date contract matrices and relationships with all Service teams to ensure professional and timely resourcing delivery.
• Acts as an ambassador for the professional Service organisation in the handling of all resource requests and role modelling the standards of service our Service functional teams deliver to our external customers
• Demonstrating to account teams and product line that Service are straightforward and professional to do business with.
• Delivers continuous improvement in the front door process to keep to a minimum the effort needed by requestors and operational teams in assessing their functional resourcing needs
• Embraces automation and innovative solutions to deliver a best-in-class front door process
• Decision maker on resource requests received via the front door utilising budgetary detail provided by Service finance business partner team.

Essential Skills / Experience

• Knowledgeable in resource planning methodology and the associated commercial drivers.
• Proven data management and analysis skills. Ability to spot trends, and react in an appropriate manner, ensuring resource is deployed appropriately in the right places at the right times.
• Knowledgeable in business strategy and the drivers of service performance.
• Ability to synthesize complex business drivers into a compelling service resource plan.
• Excellent stakeholder engagement skills with ability to gain buy-in to complex resource plans.
• Excellent communications skills with experience of working effectively with planning and operational leads, finance, and HR at senior levels.

Desirable Skills / Experience

• Exposure to working across a large multi-disciplined organisation.
• Financial and commercial acumen.
• Any prior understanding of BT’s Service organisation, market units, contract management processes, product lines and resource request processes would be beneficial but not essential.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme
• You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready

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.

With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK

We’re a 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 are Customer-First Challengers, who are Committed, Clear and Connected. 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.