Job Description

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Why this job matters
Accountable for the End to End Service Request Management Process performance and improvement (from Proposal creations to Implementation) of a Contract or subset of a large contract. This is a customer facing role and supports Mobilisation, T&T and In-Life, as well as applying complex contract commercials. The role has a strong impact on both customer experience and contract financial performance and is critical for customer experience, service performance and revenue growth.
What you'll be doing

• Accountable for the end to end Service Request Management process performance on the contract or a sub-set of a large contract
• Owns critical In-Life high complexity and Project requests coordinating with Project and Programme Managers, Design and Sales/Contract Management.
• Primary interface for end-customer (typically IT Managers and IT Directors) and sales for overall performance of complex and pre-defined service request
• Advises or coordinates advising the customer the best way to address their requirements (technical, service level and cost), including involving Account or Contract Management when required
• Manages Service Request related escalations and reporting, coordinates other teams for the delivery of customer service requests proposals and deliveries
• Manages complex commercial aspects of Service Request Management with a level of DoA from Contract Management
• Acts in support of the contract's sales and business development strategy as defined by Account and Contract Management
• Drive setting of commercial and design guidelines defined by Contract Management, Technical Design (and customer) for BT teams to apply
• Delivers and Implements jeopardy management and reporting against contract SLAs (end to end from receive customer request to order quality closure)
• Coordinate a team of Service Request Coordinators including managing work allocation as appropriate
• Monitoring and managing performance on all Service Requests to achieve targets i.e. Quality Checks, Business Standards, contractual requirements, failure analysis
• Supports Service Request mobilisation and process set-up including knowledge share with teams as well as set-up and configuration of systems and tools
• Accountable for the quality, accuracy and version control of all Service Request documents, templates and guides.

Experience you would be expected to have

• Bachelor's degree and relevant working experience in this field
• Strong knowledge and understanding of BT's products and services
• Experience in sales proposals and commercials
• Experience in Customer Relationship Management
• ITIL Foundation certification
• Lean or Six Sigma experience and certification are an advantage

The skills you'll need
Customer Service
Communication
Issue Resolution
Continuous Improvement
Problem Solving
Service Level Agreement Management
Order Management
Supplier Management
Technical Support
Business Process Improvement
Escalation Management
Project/Programme Management
Decision Making
Growth Mindset
Inclusive Leadership
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.
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.
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 , please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Skills Required