Complex Team Manager
BT Group
Ireland-United Kingdom-Avon-Bristol
2d ago

Working pattern

StandardSalary : Competitive

Closing date

Sep 26, 2019, 6 : 59 : 00 PM


Our 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 matters

The 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 optimum
  • We'll also need to see these on your CV

  • Experienced People Management
  • Strong stakeholder skills
  • Strong customer focus
  • Strong communication skills
  • Strong negotiation skills
  • Why 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.


    Role to be office based 5 days a week.

    Occasional UK travel required for this role.

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