End to End Delivery Advisor

End to End Delivery Advisor

Job Req ID: 35908

Posting Date: 13 Jul 2024

Function: Service

Unit: Business

Location:

Dial House Manchester, Manchester, United Kingdom

Salary: £34,292.00

Job number: 35908

Career Grade: Team Member

Closing Date: 24.07.2024

Location: Manchester

Why 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?

Read more about what it’s like to work at BT (https://www.bt.com/careers/life-at-bt) .

Why BT Business

We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organizations right through to small businesses and new start-ups. We cover both the communications and IT services markets.

Overall, we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organizations in the Republic of Ireland.

Why this job matters

Are you passionate and driven, able to bring with you exceptional customer service, communication, collaborative working across different teams and proactive delivery with an always on mindset of customer needs at heart of your service delivery? Then this is role for you!

Mobile Service Delivery is part of a process flow within Service Delivery which provides a dedicated end-to-end Managed Ethernet Access Service (MEAS), including ‘Legacy’ provision, for major mobile customers such as MBNL, Vodafone and O2.

Mobile Service Delivery also provide the acquisition, installation and migration of the mobile cell site microwave networks including configurations of live network devices, traffic cut overs and cluster splits to name a few.

As our Technical Delivery Advisory you’ll work within the mobile infrastructure environment working on the different products we provide; this goes from initial orders received from the customer up to on the day engineering & traffic cut overs onto new faster links or new microwave equipment. You’ll provide a single point of contact and ownership to our customers and liaise with customers, suppliers, engineers, project managers and senior management to drive successful deliveries.

Ultimately providing end to end service directly to mobile operators, our customers. You’ll provide this service in the most cost-effective way, making sure Customer Delivery Date (CDD) is met right first time and that customer service quality is compliant with the voice of the customer. Through the use of CI tools and techniques continuously improving how services are maintained, delivered and made efficient.

What you’ll be doing

• To be proactive in the management of workloads in order to ensure delivery against associated product service level agreements (SLA’s), this includes the detailed analysis of customer requirements and problems plus taking ownership to ensure that effective solutions for delivery of service are in place and the necessity for right first time “ Clean Orders” is simply what we do.

• Ensuring delivery of service to large internal & external customers managing professionally all expectations and that all statutory and regulatory requirements are met. The role holder will have the skills and experience associated with customers/internal processes, products (and any new product introduction) allowing them to help and a specific point of contact on complex orders.

• Adhere to commercial and regulatory parameters within our processes ensuring successful progression of orders to meet the customer delivery date. The role holder will take full end to end ownership and be able to respond with solutions to complex queries both internally and externally originated. The role holder will have the knowledge and experience to use their judgement to initiate corrective actions when required provide supervision and coaching to others in order that we preserve the delivery of excellent service.

• Keeping the customer directly informed in an effective, efficient and timely manner. Hosting and attending calls where appropriate. This will require the role holder to have the ability to manage complex customer queries and do so using a variety of communications solutions including on line, voice and various multi-media applications.

• Managing internal & external contacts professionally, ensuring any required action is agreed and implemented. The role holder will be commercially astute and will be able to identify and highlight opportunities for future business and the provision of managed services enhancing the image and financial outcome for the Mobile Service Delivery unit within BT.

• Own and escalate customer requirements in line with BT Wholesale /supplier processes demonstrating the experience and discretion to take calculated risks while coaching, organising and directing others involved in the delivery of service. With the added ability to host and carry out knowledge transfer and sitbys.

• Understanding the role in achieving the team objectives and how as the business evolves. Adding additional value by implementing and using CI tools and techniques to better introduce efficiencies to help drive improvements and productivity.

Experience you’ll have

• Good knowledge of the technical aspects of field engineering, including familiarity with industry-specific tools, equipment, and software. This includes the ability to troubleshoot, maintain, and optimise technical systems in the field.

• Mobile Network Familiarity

• Basic Telecoms and Fibre knowledge

• Comfortable working in a Fast paced Environment

• Ability to organise and manage a series of both simple and complex deliveries

• Excellent interpersonal skill

What’s in it for you

• Discounted BT Broadband, TV & mobile packages, and BT products

• 10% pension contribution

• Professional development and paid for industry certifications/qualifications.

• Flexible benefits/rewards including dental insurance, healthcare, gym memberships etc.

• Well-being support for you and your family

• 3 days paid volunteering a year.

• Flexible and smart working (subject to business needs)

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON’T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.