Team Leader - Data Repair

Job Description

Closing Date: 18th June

Please note interviews will be held WC 24th June.

About this role:

This role is vital in delivering best in class customer service experience, focused on helping and supporting our Wholesale customers.

You’ll ensure that you and your team have a culture that is obsessed with doing the right thing for our customers, focused on early resolution of their tickets, and driving transformation to ensure we continue to evolve and deliver the best customer experience in the industry. You’ll have CI in your DNA and it will underpin everything you and your team do. Being agile and responsive to customer demand, no matter what time of day.

Our Data Repair team are the pillar stone to the Repair space within Wholesale Customer Support, underpinning primarily the Ethernet Estate, however there are another 10 products which are core to our daily roles. From specific out of hours support to Incident Management for our Mobile partners.

The role will be primarily based during working hours, between 7am and 6pm however there will also be an on-call requirement of which you’ll receive a monthly allowance for this. The pattern is split across 2 team leaders and on a week on week off basis.

Hybrid Smart Working encompassing 3 days in the office and 2 days from home.

You'll have the following responsibilities:

• Create a best-in-class repair experience for Wholesale customers.
• Inspire, coach and performance manage your team by demonstrating strong connected leadership behaviours to create a highly engaged workforce and high-performance culture.
• Lead a team of multiskilled agents to deliver against the customer, business and people KPIs with a specific focus on delivering a stepped improvement in NPS.
• Create and harness a culture of high engagement, learning and development across the full advisor base within your team.
• Drive the agenda for continuous improvement utilising the CI principles in everything you and your team do.
• Coach for excellence, utilising ‘great conversations’ to ensure that our advisors are focused on customer resolution.
• Ensure control of all moving parts of your teams’ operation, including a 360-degree view and delivery of the underpinning metrics for your team.
• Demonstrate continued improvement in your teams’ delivery.
• Be aware of our cost-to-serve and thinking strategically, constantly look for ways to reduce this to ensure the unit remains competitive and ahead of the curve.
• Empower your people to accountability and to drive improvements. Succession plan to develop future leaders.
• Identify growth areas or opportunities of new work to continually enhance the teams’ portfolio. Attending project calls and working closely with stakeholders to ensure the successful implementation of new funded work into the team.
• Senior on call duty manager, 1 week in 2, supporting the team out of hours with complex or high-level customer queries and major incidents.
  

You'll have the following skills and experience:

• Leadership skills, motivating and developing team capability, embedding a strong customer and people experience culture whilst empowering your people to do the right thing and to challenge the norm leading by example at every stage.
• Ability to demonstrate experience of improving engagement through inspiring others.
• Ability to demonstrate delivery of stretching customer and operational targets, as well as driving improvements through high impact coaching.
• Ability to demonstrate experience of a Continuous Improvement culture, as well as delivering customer and efficiency benefits within an operational team.
• Incident and real time management experience.
• Experience of working in a fast paced environment which is continually evolving as it responds to changing customer behaviours.
• Experience of HR processes, with demonstrated skills of managing simple and complex cases across attendance, performance and misconduct; all aimed at ensuring our people are supported and are equipped to be their best.
• Ability to deal with customer escalations and complaints, leading by example with focus on rapid resolution of any issue and coaching of your advisors on any learnings.
• Strong stakeholder management skills.

Key Skills

• Proven track record of leadership skills to ensure a highly effective and high performing team.
• Service obsessed and passionate about customer service ensuring you and your team put the customer at the heart of everything you do with a high impact coaching skillset.
• Strong CI ethos with experience of leading a team whose core DNA is underpinned by CI.
• Ability to demonstrate a commercial thinking mind-set to identify opportunities to enhance the efficiency of the team.

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.

Benefits include:

• Competitive salary
• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 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

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.