Head of Service Operations at BT

Job description

Purpose Of Role

The role holder leads and manages a number of Operational Service Team Managers whose service agents’ main responsibilities include processing and/or progression of Customer Incidents and/or processing and progression of Customer Service Requests.

Key Responsibilities

• Ensure that the service desk meets the contractual KPIs and in case of breaching these KPI’s put improvement plans in place to rectify the performance
• Development and coordination of Continuous Improvement initiatives to ensure better service to BT customers and to develop a Service Desk environment that is an inspiring place to work with motivated and energised people;
• Inspire the team to deliver better service to BT customers and meet Service Assurance Global and Local KPIs.
• To manage the implementation of the Service Strategy and the development of the service relationship across the team, providing Line Management support and advice for the Operational Service Teams, Account Teams and customers for all service related issues as appropriate
• To monitor customer feedback, complaints and service results, and provide support and direction to Operational Managers
• Business Impact
• High impact on team performance and productivity, team member retention; customer satisfaction and retention based on the customer experience.
• Responsible for customer satisfaction with a medium level of potential business impact. Due to time-sensitive nature of the work, potential for financial impact to the company associated with SLA penalties.
• Authority/Decision Making
• Defines and implements measured processes.
• Generic "route cause analysis" and implementation of appropriate action.
• Implements and develops the Service Strategy across the team as appropriate.
• Develops and implements the Service Business Plan

Closing date

May 3, 2017, 5:59:00 PM

Skills/ Experience

• Experiencein handling a diverse customer base.
• Ability to lead and motivate high performance teams.
• To be able to understand and communicate process and operational strategy and the resultant changes.
• Knowledge of a wide rage of BT products and services, and understanding of how they support each other in providing an end to end customer quality service.