Technical Coach 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**

To be responsible for the quality of product training delivery requirements within the MCS Hubs in order to enhance the workplace experience and continually improve the quality of performance and productivity of all people.
To coach and develop all teams to be fully effective in their role.
To support the delivery of products by providing training, coaching and support, showing best practice across sites.
To improve the knowledge and skills for each person through regular coaching.
To support the management team through best practice policy

**You'll have the following responsibilities**
- To Manage, Lead and coordinate training and upskilling activities for the below groups of people.
- 1st line Service Desks
- Apprentices
- New Entrants
- Other areas needing an overview of manager services
- To create the training material for groups of people across both Commercial remedy and SRMP and other supporting systems/ tools to include
- Functionality of our main tools for new entrants i.e Remedy/ SRMP/ mailflow, Siebel etc
- Troubleshooting processes and procedures for all products coming into 1st line desk
- Appropriate triage training
- Documenting processes for managing existing responsibilities of service desk i.e change process/ mailbox management etc
- GBH training to include expedio training and troubleshooting steps which should be carried out.
- To carry out the above training for the specific groups of individuals within a classroom environment
- To develop a training plan for the individuals based on Managed Services strategy and growth areas
- Create a quality checklist on expected standards of work across the above groups of people which individuals would be expected to adhere to once appropriately trained
- Mentor/ coach team on Shared service processes and procedures to help deliver and improve on KPIs
- Contribute to leadership and general management of BT Managed Services.

**You'll have the following skills & experience**
- Ideally have previous experience on an Incident Service Desk, support role or customer service role in an ITIL environment.
- Experience in dealing with both internal & external customers at various levels.
- Operational background, with excellent customer facing skills.
- Ability to translate technical information into stakeholder business speak, highlighting risk & action plan to address.
- Good communication skills at all levels - Great Conversations abilty to train all team members and input to CI Silver/Gold
- Excellent understanding of training and coaching techniques
- High level of customer service
- Enthusiasm and flexibility
- Adaptable to change and challenges of a fast moving environment
- Able to work under pressure with interest and enthusiasm in a challenging environment
- Ability to work on your own initiative
- Ability to work as a team at all levels
- Excellent administration and organisational skills

**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 and on-target bonus plan
- World-class training and development opportunities
- 25 days’ annual leave (not including bank holidays)
- Discounted broadband, mobile and TV packages
- Car allowance (dependent on your role)
- Share option and pension scheme programmes
- Automatic enrolment into our ‘Sales as Profession’ community
- Flexible benefits to fit around 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