Shift Operator

3 weeks ago

Chippenham, United Kingdom BT Full time

Shift Operator - Specialist Services

**Job Req ID**:16983**Posting Date**:26-May-2023**Function**:Service**Location**:Chippenham (4308), Chippenham, United Kingdom**Salary**:Competitive salary plus benefits**Why this job matters**
To manage and maintain a large complex highly secure Managed Service with direct accountability to senior Military Officers and Civil Servants. Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

**What you’ll be doing**
1. Supports standards delivery, revenue growth and the maintenance of successful relationships with assigned customers by identifying and raising opportunities, within broad guidelines and policies.
2. Participates in customers monthly service review meetings, with effective service level agreements (SLAs) reporting and associated analysis.
3. Executes the review and progress assessment on continuous service improvement plans for each customer.
4. Supports the development of the operational service improvement plan through gathering of information and resources, ensuring that improvements are identified, prioritised and fixed.
5. Acts as a point of escalation for routine and non-routine problems for assigned customers, building a strong business relationship.
6. Ensures regular contact with customers to be able to promote products and services according to the needs of customers, in conjunction with the sales team.
7. Supports in the implementation of ways to improve working processes within the area of service delivery

**The skills you’ll need**
- Customer Success
Communication
Issue Resolution
Continuous Improvement
Problem Solving
Service Level Agreement Management
Order Management
Risk Management
Supplier Management
Commercial Acumen
Technical Support
Business Process Improvement
Issue Escalation
Project/Programme Management
Incident Management

**Experience required for the role**
- You are expected to leverage your extensive operational experience and technical expertise to create and deliver an exceptional customer experience, while fully understanding and meeting the diverse needs and expectations of our customers.
- You should possess a comprehensive understanding of technical processes and procedures across a wide range of platforms and aspects of the Managed Service.
- Your qualifications and authorisations should be recognised and endorsed by customer and user authorities, enabling you to serve as a platform Shift Operator. It is crucial to maintain up-to-date technological knowledge and competency, continuously striving for the highest standards of security compliance and accreditations in order to provide secure and tailored managed services.
- To fulfill your role as authorised and required, in accordance with the Security Aspects Letter (SAL) and the Defence Managed Services Contract, it is essential to possess and maintain the necessary personal security credentials and technology accreditations, as applicable and required. DV Clearance is required in this instance.

**Our leadership standards**

**Looking in**:
**Leading inclusively**
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.

**About us**
- BT is part of BT Group, along with EE, Openreach, and Plusnet.- Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.- We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’- We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.- This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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