Job Req ID: 33563 Posting Date:13/06/2024 Location: Manchester Salary: Competitive Recruiter: Jayson Coley-Wynte8rs Career Grade: TM3 Internal Closing Date: 25th June Why this job matters Mobile Infrastructure Delivery provides the latest technology Mobile Solutions for major mobile customers such as EE MBNL, Vodafone and O2. MID provides delivery of end to end solutions for mobile operators on multi million pound contracts in the most cost effective way, making sure Customer Delivery Date (CDD) is met on time first time and that customer service quality is compliant with the voice of the customer. The role holder will be accountable for providing excellent quality end to end Service for mobile customers, at minimal cost and interfacing with all parties as required. As the role holder you will be accountable in the management of workloads in order to ensure delivery against associated product service level agreements (SLA's), this includes the detailed analysis of customer requirements taking ownership to ensure that effective solutions for delivery of service are in place and the necessity for right first time, delighting our customers is simply what we do. The role holder will ensure delivery of service to large internal & external customers managing professionally all expectations and that all statutory and regulatory requirements are met as the norm. The role holder will have the skills and experience associated with processes, products, and systems essential to progress customer orders in a quality and professional manner. The Technical Delivery Advisor will adhere to commercial and regulatory parameters within our processes ensuring successful progression of orders to meet the customer delivery date. The role holder will be able to respond with solutions to complex queries both internally and externally originated. The role holder will manage the day to day relationship with their, customer and suppliers providing a professional interface always What you'll be doing Work on Mobile projects/operational support tasks to provide Mobile products. This may involve working alone or as part of a wider project/support team, owning and managing specific tasks Keeping the customer directly informed in an effective, efficient, and timely manner. This will require the role holder to have the ability to manage complex customer queries using professional online or personal interactions. Attend customer delivery calls, have professional interpersonal skills and able to use a variance of multi-media applications for presentation. Manage internal & external contacts professionally, ensuring any required action is agreed and implemented. The role holder will be commercially astute and will be able to identify and highlight opportunities for future business and the provision of managed services enhancing the image and financial outcome for the Mobile Service Delivery unit within BT. Own and escalate customer requirements in line with supplier processes demonstrating the experience and discretion to take calculated risks. Have excellent IT skills including knowledge and experience of a broad range of applications and packages such as Word, Excel, Power Point Teams and Office 365 suite. The role holder will also be highly proficient on a range of service delivery systems Understanding the end to end process for providing a customer's requested service and actively contributing to making it better for the customer and the business. To be achieved by adopting the job standards below plus an excellent understanding of the associated competition rules. Take part in system development and improvement so that end user requirements (functionality) and acceptance criteria are captured at the design stage. The role holder will participate in test and implementation exercises using their technical and customer knowledge to validate that all new capability is fit for purpose. The role holder will also take ownership of the production of changes to or any new working procedures. Demonstrate proficiency in Microsoft Office, with a focus on advanced skills in MS Excel and PowerPoint. Possess the capability to transform intricate sets of data and detailed information into simplified formats Understand and participate in achieving the team objectives and how as the business evolves through the practice of CI tools and techniques. Skills required for the job Listening to our Customers You understand what the customer really wants from BT (not just your own part in delivering service) You understand how your work fits into delivering service, and which teams are responsible for what; From start to finish of an order You suggest ideas to make things better for the customer You communicate in ways that customers understand, knowing the responsibility you have in giving a great service to our customers You know where to find help when things don't go to plan and you ensure issues find the right homes You take on customer problems and try to fix them rather than only completing the task in hand Listening to our Customers You update systems and individuals with relevant information in a professional & timely manner (system notes, KCIs etc) Making Processes more Efficient You take an active role in developing and implementing change You understand the different types of waste there are in the process and how they affect our business and customers You work out where the waste is in your processes, what's causing it and you work to remove waste and fix problems You work with everyone else both inside and outside your team to help improve how we deliver service You make sure you and your colleagues know when to ask for any help - and where to find it You communicate clearly so things are simple to understand You apply good judgement whilst carrying out tasks You challenge others about any quality issues (e.g. records) You make sure you and your colleagues know when to ask for any help - and where to find it You communicate clearly so things are simple to understand You apply good judgement whilst carrying out tasks You challenge others about any quality issues (e.g. notes, records, poor working practices Managing our Performance You follow the correct working, booking, security and safety practices as detailed in s, process documentation and instructions You understand your role, your targets, and what you must do to hit the objectives of the team You're always looking for ways to improve what you do by keeping up with your development and best practice You follow the standard process but where it doesn't make sense to do that, you help to fix it as quickly as possible You deliver on what you have promised to do, and you do the right thing for the business and our customers You take prompt action and respond to timescales and targets (e.g. will respond to emails to requested timescales) You have high standards of workmanship You are delivering to the required level of productivity for the team Having the Right Mindset You give things a go, and have a positive attitude to change You put forward solutions rather than barriers You ensure interactions with customers and colleagues are respectful and courteous and represent BT in a professional way You are self-motivated (i.e. you do not need to be told to do something) You coach your team mates to help them improve what they do, and you share what you know about the best way of doing things You ask for feedback so you can perform better yourself and respond to all feedback constructively and with appropriate action You give feedback to both work mates and managers You work with everyone in the process as one big team You are aware of and understand how you contribute to the BTE Strategy You speak out if you feel frustrated or concerned and offer constructive feedback on better ways of working Experience you would be expected to have You take ownership for learning new things, developing your skills, and using them at work You share what you know about what works best and are willing to help colleagues understand areas they are less familiar with You share good ideas Your actions and attitude motivate others to follow for the good of the unit and BT With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally. We're a global 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 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. 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.