Device Professional

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

**About this role**

The Device Portfolio team sits at the heart of Consumer and delivers all the devices across our three brands BT/EE/Plusnet needed to support the Mobile, Voice, Broadband & TV services that generate most of Consumer revenues. In this role you’ll help maintain the performance of the devices that support the Broadband service, improving NPS and CX, and maintaining ongoing regulatory compliance to enable faster broadband speed and better services into our customers home. You’ll be working closely with your Broadband devices team mates to altogether ensure Consumer is best placed to deliver the best broadband and service experience.

You’ll be a key member of a dynamic and motivated cross-functional team with Marketing, Product, Customer Services and Technology to support those devices, whilst also having a key relationship with our 3rd party suppliers manufacturing the products.

**You'll have the following responsibilities**
- Monitoring the in-life performance of the portfolio against defined metrics and KPIs through the entire product lifecycle.
- Gathering and assessing customer feedback on device performance from on-line forums, helpdesk advisor feedback, on-line reviews and trials
- Identifying potential issues and defects, communicating and prioritising those to supporting technical and quality teams for further investigation and resolution
- Assisting resolution of specific customer cases and supporting Exec Level Complaints (ELC) teams
- Manage change workstack with suppliers, raising and tracking change requests and purchase orders.

**You'll have the following skills & experience**
- Ability to quickly establish credibility and respect and build strong working relationships with Technology, Customer Service and external stakeholders
- A good knowledge of Broadband and Consumer Devices technologies
- Proven ability in making things happen - translate solutions into creation and delivery of practical plans
- Able to deal with ambiguity, identify resources to implement and determine pragmatic solutions
- Demonstrable communication, interpersonal and relationship management skills to Principal / Senior Manager

**Benefits**

At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people - whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but - more than that - you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

- Competitive salary
- World-class training and development opportunities
- 25 days’ annual leave (not including bank holidays)
- Discounted broadband, mobile and TV packages
- Share option and pension scheme programmes
- Flexible benefits to fit around you

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be - so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

**About BT**

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

**How to Apply