Operational Customer Journey Manager - Birmingham
BT Wholesale
Birmingham, United Kingdom
5d ago

An exciting opportunity has arisen for a Customer Journey Manager to join the UK’s biggest digital network.

This role will work at part of the fibre to the premises (FTTP) / Service Delivery team, that will be providing cutting edge fibre technology across the UK.

The role will lead, motivate, provide decisive direction and vision to a team of 5 direct reports and up to 75 indirect reports.

These reports will be responsible for the delivery of the end to end Customer Experience.

The successful candidate will passionate about customer service. They will challenge the norm, deliver a cost effective and industry leading customer service experience.

You'll have the following responsibilities

  • Drive outstanding customer service and lead a customer focused approach to doing business through focused root cause analysis and service improvement plans
  • Deliver and shape FTTP Customer Journey Teams, implementing our strategy to enable the achievements of the FTTP unit
  • Identify, own and deliver strategic and tactical improvements that underpins the FTTP strategy
  • Manage End to End FTTP industry and Openreach agreed service metrics
  • Hold accountability for service performance and engagement with industry specifically for FTTP, covering the E2E customer journey
  • Manage multiple workstreams across the end to end customer journey i.e. provision, repair, call centre and back office activity
  • Engage, challenge and work with key stakeholders across the UK (travel required)
  • Create a culture that is passionate about delivering in a quality way and avoiding wastage and failures
  • Manage 3rd party contracts against service level agreements
  • You'll have the following skills & experience

  • Proven experience with managing, motiving and leading a large customer service team
  • Have experience managing KPI’s in an operational environment
  • Demonstrate strong communication and be comfortable presenting at all levels
  • Be able to analyse data and trends
  • Show a proven track record in delivering change both tactically and strategically
  • Have strong financial acumen to manage costs, budget and risk & opportunities
  • Benefits

    As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

    We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed.

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