Service Request Coordinator Expert

Job Description

Why BT?

We’ve always been an organization with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why Business Unit/Function

Group Business Services lies at the centre of BT’s transformation; enabling the Customer Facing Units (CFUs) and Corporate Units (CUs) it supports to deliver brilliant customer experience effectively and efficiently. The purpose of Contract Delivery Services is to be recognised as a world class delivery organisation supporting the end to end L2C process on behalf of BT’s largest corporate customers, ensuring end to end delivery of service requests, projects and customer billing

Why this job matters

The role holder will be responsible for end-to-end management of complex service requests and enquiries placed on high complexity, major contracts and for delivering within the required SLA. They are in contact with the customer requestor providing information and updates on Service Request status and contribute to contract performance and revenue, as well as overall customer satisfaction. The Service Request Coordinator Expert is the subject matter expert of an account or of a process area within Service Request Management and provides support to other employees within this area.
Role is key to improving win rates and revenue growth in the corresponding accounts

What I’ll be doing – your accountabilities

• Accountable for end-to-end timely management for Customer Complex Service Requests according to contract specific T&Cs
• Manage pre-defined, complex and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines
• Keep customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports
• Perform proactive jeopardy management and escalations to ensure adherence to customer SLA
• Identify customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary
• Assign tasks to relevant fulfilling teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks
• Apply and maintain design and pricing and commercial guidelines and standard work instructions
• Act as Delegate of Authority for commercial approval within agreed guidelines
• Manage Service Request queues and assignment to SR Coordinators
• Update Service Request Management standard systems
• Manage contract specific billing trigger and inventory processes
• Support contract team or other Service Request Management team within area of expertise
• Continuously improve contract specific processes to increase customer satisfaction and profitability

Skills required for the job

• Ability to meet the customer's needs in line with the business requirements
• Ability to comprehend and to systematically organize the various aspects of a problem or situation
• Good knowledge of MS Office Applications
• High level of accuracy
• Excellent commercial sense
• Excellent problem-solving skills
• Ability to work with needs and risks from all stakeholders and negotiating the required outcomes
• Work with a cooperative attitude in group settings to achieve goals
• Strong interpersonal skills

Experience you would be expected to have

• Minimum bachelor's degree and at least 2 years of SR Coordinator Experience
• ITIL Foundation
• Experience in applying Six Sigma / Lean principles and tools

In case of internal application

In case of internal application please do not forget to inform your line manager about your willingness for the internal move. Please note that the future manager might ask for reference about you from your current line manager. Please also bear in mind that your salary will not be adjusted automatically, but the new Line Manager can request it via off-cycle process.

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.