Team Leader CSS

Recruiter: Gunjan Chhabra

Hiring Manager: ANUJ BAHL

Career Grade: E

Internal Closing Date: 7th July 2026

Please download the JD as it wont be available post the completion of IJP closure.

***Please Note: This role is open only to employees Internal to UK Business(Within Beth's Org)***

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.
BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive. Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best. We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.

About the role

The Customer Service Team Leader coordinates post-sales support and/or service teams delivering customer results.

The Customer Service Team Leader coordinates post-sales support and/or service teams delivering customer results.

1. Leads and inspires a large team of customer service professionals within a service centre environment, holding accountability for delivery of key performance metrics and effective management of customer interactions and the employee experience.
2. Coordinates timely resolution of service requests to achieve agreed objectives in delivering customer service and provides technical development and coaching to build team's issue resolution capabilities.
3. Supports the execution of reporting, ensuring leadership can leverage quantitative data to identify opportunities, challenge key risk and key performance indicators in efforts to identify and proactively address problems and manage the operational performance of the BT Group.
4. Supports the team through proper workflow and data entry of incidents, requests, problems, and knowledge articles.
5. Supports teams in ensuring resolutions to customer issues where analysis of service quality is reviewed and used to enhance the tech support service model.
6. Proactively seeks to minimise or eliminate customer service issues under supervision by addressing root causes in terms of either processes or behavioural changes.
7. Provides first-level escalation for any high-risk customer issues (technological, financial, legal, brand, reputational) raised by the team.
8. Impacts quality, efficiency and effectiveness through the supervision of the Customer Service team driving contribution to the department.
9. Coaches’ talent, and leads others, to develop capabilities and ensure performance through upskilling, development and recruitment.
10. Supports the implementation of continuous improvement opportunities to improve the customer service team processes.

What you’ll be doing

May act as the first escalation point for customer or internal issues.
· May be involved in providing information at a local level with trade unions.
· To demonstrate awareness of BT’s strategy and good knowledge of unit/ CBS strategy.
· To coach Team Members on processes and procedures for own products and ensure compliance targets are met for own team.
· To meet all people related targets – Attrition / Shrinkage / Care Scores.
To meet all Process KPI targets for the Team / Direct Reports.
· To communicate operational plans as it applies to the team, to manage work volumes within the team and report on productivity and other measures as required.
· Drive Process improvements with respect to Quality and Productivity.
· Take up additional responsibility as and when needed apart from BAU.
· Liaison with support departments to ensure smooth operations and provide resolution to Team queries.
· Escalate / Flag challenges to the LM for Potential issues with people and performance.
· To complete assigned Task on Time for Self & TeamSkills and Experience Required
· Strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences
· Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacyOverall experience of over 4 years in the Telecom, IT or ITES industry
· Ideally some experience as a line manager, or significant experience as a Subject Matter Expert within the organisation.
· Excellent coaching and mentoring skills.
· Good numerical and logical acumen
· Good communication skills both written and spoken
· Ability to present thoughts and ideas in a logical manner
· Knowledge of MS suite
• Need to have good knowledge of Broadband & CVE journey of BT products

Essential Skills / Experience

• High level of coaching and people management skills
• Excellent communication stakeholder management relationship skills required
• Ability to manage KPI’s, resource forecasting and customer satisfaction
• Requires experience working in collaboration with multiple teams
• Experience in managing senior stakeholders
• Proven experience of managing people up to 20