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Incident Service Specialist

2 months ago

Sheffield, Sheffield, United Kingdom BT Group Full time
{"title": "Service Improvement and Restoration Specialist", "content": "

As a Service Improvement and Restoration Specialist at BT Group, you will play a critical role in driving a culture of customer-focused improvements within the CSOC. Your primary responsibility will be to own and drive actions from the service improvement log, ensuring that end-to-end services of the CFU are fully monitored and restored in a timely manner.



Key Responsibilities:


• Continuous Improvement: Drive a culture of customer-focused improvements within the CSOC.


• Service Improvement: Own and drive actions from the service improvement log.


• Service Restoration: Manage and own service restoration activities for service-affecting incidents.


• Customer Service: Drive customer service for relevant CFU stakeholders and communicate the impact of any service-affecting incidents.


• Product Knowledge: Possess and develop a product and service knowledge for the relevant CFU.


• Coaching and Support: Provide coaching and support to the operational team members for the relevant CFU.


• Training Matrix: Maintain a training matrix.



Requirements:


• Excellent Written and Verbal Communication Skills.


• Strong problem-solving skills.


• Ability to work comfortably, collaboratively, and productively within a team and across multidisciplinary functions.


• Galvanising action for a broad set of skills to drive up BT's customer experience and service performance, contributing to new strategic policy.


• Excellent verbal and written communication skills, to produce stakeholder communications for director level and above.



Desirable Qualifications:


• ITIL Foundation qualification.


• Experience of senior stakeholder management.


• Experience of operational supplier management.


• Experience of managing IT or Network Enterprise solutions.


• In-depth knowledge of platform technologies.


• Knowledge of BT customer markets.


• Understanding of regulatory commitments, quality processes, and financial governance.


• Business Improvement skills including Continuous Improvement, Lean, and Six Sigma.


• An expert practitioner of skills that win business, support contact compliance, or deliver service transformation.



Benefits:


• 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.

"}