Service Management Professional

Job Description

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.

About the role:

In this role you manage a set of accounts by regularly check-in with the customer, understand the customer's industry, business, and goals. You build a strong relationship toward becoming a trusted advisor, and service their transactional needs in an efficient and frictionless manner. You help the customer optimize the utilization of their existing and available products and services thru presentation of contractual KPIs. You act as the customer and BT advocate internally and externally to ensure timely and positive outcomes delivering excellent levels of service and quality, consistently enhancing customer experience.

What I’ll be doing – your accountabilities:

• Accountable for customer satisfaction and build strong relationship with customer
• Responsible for managing customer accounts through proactive engagements
• Responsible for being the voice of customer to support and improve services
• Understand customer’s goals, strategy, and portfolio of products
• Accountable for driving continual improvements within the organization, helping to move toward greater account development via KPIs
• Accountable for supporting multiple smalls/medium customers or large customers with service management specialist support
• Holds accountability for the success of customer throughout the in-life of contract
• Build and maintain strong customer relationships, becoming a trusted partner and consultant, helping on customer retention and loyalty
• Ensure ITIL governance best practises

Skills required for the job:

• Onboarding – establishing relationships, educating the customer on BT resources and services, set expectations
• Drive – to understand customer’s business and operations, define Service Improvement Plans (SIP), educate customer on BT way of work, build and present customer KPIs and evaluate where BT can reduce waste for BT and customer, use data analytics skills and knowledge of data for analyzing and exploring the cause of issues, using evidence and available information to find the best solutions to problems.
• Continual improvement mindset
• Personal - to accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others.
• Self-driven, self-motivated, enthusiastic and with a “can do” attitude finding creative solutions

Experience you would be expected to have:

• Fluent English - German, Italian, French, Spanish or Dutch Language is an advantage.
• Bachelor’s degree in relevant field or equivalent
• 2+ years relative experience working with customer facing role
• Ability to meet the customers’ needs in line with the business requirements
• Good communication and interpersonal skills
• Acquaintance with project management methodology and techniques
• Flexible approach, able to operate effectively with uncertainty and change
• Desirable telecom or managed-services knowledge (e.g.: LAN, WAN, IPT, Security, Cloud, Conference, etc.)
• Desirable experience in working with complex, multi-divisional, multi-geographical customers
• Experience in collaborating with cross-functional teams (E.g.: Account, Contract, Technical, Projects, etc.)
• Microsoft Excel & PowerPoint
• Data Literacy & Analytics
• Presentation Skills
• Time and priority Management
• Understanding of ITIL methodology and framework

Key Decisions:

• To maintain an excellent high-level "peer" relationship with Internal BT stakeholders
• To attain knowledge of customer environments, including their systems and applications locally and globally.
• Shape and follow up both short term and long-term initiatives to drive change and improvements through the business.
• To use applied knowledge of BT products and services, operating across the wider BT functions, and how they relate and are applied to meet customer objectives

Benefits:

• Competitive salary and on target bonus
• Cafeteria Vouchers
• BT Employee Program
• Flexible benefits
• Discounted BT products and many more!

Please note that this role will require the successful candidate to work full time hours and also has a hybrid working element.

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

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.

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.