Customer Service Team Leader

**The Role**
- The way we are working and communicating is changing at pace. Our suite of IP-based, telephony solution replaces an onsite legacy phone system. Enabling businesses to switch from an onsite deployment to a IP cloud solution. This may suit businesses who are just starting out or are looking to upgrade their current communications systems or conversion from traditional legacy technologies. This role is vital in delivering best in class customer service experience, focused on helping and supporting our High Touch Support programme. Where we support customers during their initial or new Provision and Repair journey. This’ll be delivered through your highly effective Contact Centre team, with a high performing multiskilled agent base. You’ll ensure you have a culture obsessed with doing the right thing for our customers. Focused on early resolution of their issues and driving transformation to ensure we continue to Grow evolve and deliver the best customer service in the industry. You’ll have CI in your DNA and it’ll underpin everything you and your team do. You’ll be responsible for customers issues when things don’t go quite to plan, ensuring that customer orders complete their end-to-end journey on time, and/or ensuring service is restored in a timely fashion if customers experience a fault. You’ll be part of a team of highly collaborative problem solvers who work together to ensure we provide an excellent customer service to all our customers.- This role can be based in Manchester Dial House, or Birmingham Snowhill**You'll have the following responsibilities**
- Lead a highly effective and efficient team across the operating window to support our customers
- Inspire, coach and performance manage your team by demonstrating strong connected leadership behaviours to create a highly engaged workforce and high performance culture
- Create and harness a culture of high engagement, learning and development across the full advisor base within your team
- Drive the agenda for continuous improvement utilising the CI model in everything you and your team do.
- Coach for excellence, utilising Great Conversations, to ensure that our advisors are focused on customer resolution
- Drive consistent Brilliant Basics by ensuring detailed control of the moving parts of your team’s operation, including a 360 degree view and delivery of the underpinning metrics for your team
- Demonstrate continued improvement in your team’s delivery.
- Managing, writing and sharing of resolutions from RCA back into the appropriate teams, across BT.
- Promote active learning and understanding of CSAT behavioural standards. Ensure consistency of customer service skills across the team and quickly identify and address areas for development.
- Lead at Customer Service Review meetings to provide; update on operational performance, post incident reviews and on-going improvement initiatives.
- Be a senior escalation point to own customer interfaces.
- Self-driven, accountability in solution and stakeholder engagement up to and including CEO level.

**What we are looking for**
- Awareness of IP voice Products, Provisioning and or Repair.
- Ability to lead a team, motivate and manage operational performance, with the experience of driving, delivering and maintaining a detailed focus on operational metrics.
- Strong people leadership skills to ensure a highly effective and high performing advisor team
- High impact coaching skillset
- Proven experience of performance management
- Relationship management skills to work alongside the rest of the leadership team within your area, identifying opportunities for shared learning and shared improvement workstreams
- Role Model for connected leaders and the BT values to create the right culture and engagement
- Ability to demonstrate a commercial thinking mind-set to identify opportunities to enhance the efficiency of your team
- Incident and real time management
- Excellent communication, presentation and influencing skills

**Wondering what’s in it for you?**
- Being part of the BT family brings a huge number of benefits including the below:
- Competitive salary starting at £27,500
- 25 days annual leave (not including bank holidays)
- World-class training and development opportunities
- Share option and pension scheme programmes
- Flexible benefits to fit around you