Complex Team Manager

Recruiter
BT Group
Location
Easton, UK
Salary
Competitive
Posted
21 Sep 2019
Closes
29 Sep 2019
Ref
1241674657
Contract Type
Permanent
Hours
Full Time
Job Description - Complex Team Manager (123681)Job description Complex Team Manager (123681) Job function : Customer serviceMain location : UK & Ireland-United Kingdom-Avon-BristolSchedule : Full-timeWorking pattern : StandardSalary : CompetitiveClosing date : Sep 26, 2019, 5:59:00 PM Complex Team ManagerBristolOur purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.Why this role mattersThe post holder will provide day to day line management of a delivery team in CDS Service Request Operations in the UK. The disciplines covered within the delivery team include pricing, design, order entry and/or delivery management and the post holder will be expected to lead a maximum of 2 of these disciplines. The post holder will ensure that their team members have a clear understanding of business priorities, have the necessary tools and training to undertake their responsibilities and will motivate, coach and support them to deliver the required services to their customers as appropriate.What you'll be doing• Ensuring your teams have efficient operating models and working process for all activities• Identifying, arranging and providing any training/coaching that is required for the team• Ensuring sufficient resources to meet work demands and commitments and key KPI's are met• Providing SPOC and support to customers and calls handled in a professional manner• Ensuring all system user access is available, to enable users to perform their duties• Delivering process improvements to reduce cycle time, improving data integrity and efficient processes using the CI methodology• Working with other CDS managers, Service director, Commercial and contract team as appropriate to improve service delivered• Ensuring processes and procedures are in place for interface with our internal and external suppliers• Monitoring and measuring Agent and Supplier SLA and Quality performance for all services• Reviewing and improving customer satisfaction levels• Effectively managing performance of your team to ensure all team members are performing at their optimumWe'll also need to see these on your CV• Experienced People Management• Strong stakeholder skills• Strong customer focus• Strong communication skills• Strong negotiation skillsWhy choose us?Corporate Functions help deliver our strategy and plans for growth. We shape and steer the direction of the business by managing our people, finances, shared services and buildings. We also oversee our legal, regulatory and compliance obligations too.We value different perspectives, skills and experiences. We're creating an inclusive working culture where people from all backgrounds can succeed. That's why we welcome applications from all parts of the community.#LI-LS1 Role to be office based 5 days a week.Occasional UK travel required for this role.

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