Job Information
BT Team Leader in Cardiff, United Kingdom
Team Leader
Job Req ID: 31388
Posting Date: 19 Apr 2024
Function: EE Contact Centres
Unit: Consumer
Location:
3 Capital Quarter, Cardiff, United Kingdom
Salary: Competitive
What you will be doing....
• Manage a team of up to 15 Guides
• Translate the operation’s vision and strategy into the “day to day” plan for the team to ensure your team knows what to do, when and how
• Motivate, drive and engage the team to go the extra mile and feel excited about EE
• Personally know every team member and regularly show how important personal is for each of them being at the heart EE
• Coach and develop the team: - Walk the floor advising, listening, giving positive and constructive feedback and engaging with the team
Demonstrate the ability to resolve complex customer queries by being a role model
Call listen against call standards to identify individual development needs
Support the team through regular 1-2-1s, setting objectives, coaching and PDPs
• Have bold conversations. Provide specific and timely feedback on any underperformance.
• Keep the team informed through regular, engaging team, briefings: - Own and deliver all business messages and ensure context and understanding has landed with the team. - Be adept at delivering the difficult messages and own the company perspective. Confidently manage any resistance to business change
• Lead your team as if it was your own business. Drive efficiency by managing team attendance, absence and attrition.
• Keep relevant systems, such as MSS and My Performance up to date
Preferred experience at contact centre management with an award-winning contact centres
Must Haves
Customer focus
Excellent leadership and people skills and experience of managing high performing teams
Identify development needs and be able implement and have difficult conversations
Highly effective, motivational, communication and influencing skills
Ability to lead through change
Sound analytical skills and ability to maintain detailed focus on operational metrics
About EE
We’re EE. We are the biggest mobile and broadband operator in the UK and we have a relationship in every second household in the country. But we’re for everyone, on any network – serving up new tech, new services, and heaps of inspiration for every aspect of your connected life.
We’ve been awarded the UK’s best network for the last 10 years. It’s central to our vision – to be the most personal customer-focused technology company in the UK.
That means earning a place on customers’ home screens by offering them more than ever before, whether that’s helping their home run smarter with EE Home, levelling up their play with EE Game, helping them work on their terms with EE Work, or even unleashing their kids’ learning with EE Learn.
We’re also part of BT Group, which we’re even bigger than you might think. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We think we’ve got something special here. We want everyone to feel proud about working at EE – and feel excited about where we’re going and what we’re going to do. Want to join in?
Why this job matters
The Customer Service Team Leader coordinates post-sales support and/or service teams delivering customer results.
What you’ll be doing
Leads and inspires a large team of customer service professionals within a service centre environment, holding accountability for delivery of key performance metrics and effective management of customer interactions and the employee experience.
Coordinates timely resolution of service requests to achieve agreed objectives in delivering customer service and provides technical development and coaching to build team's issue resolution capabilities.
Supports the execution of reporting, ensuring leadership can leverage quantitative data to identify opportunities, challenge key risk and key performance indicators in efforts to identify and proactively address problems and manage the operational performance of the BT Group.
Supports the team through proper workflow and data entry of incidents, requests, problems, and knowledge articles.
Supports teams in ensuring resolutions to customer issues where analysis of service quality is reviewed and used to enhance the tech support service model.
Proactively seeks to minimise or eliminate customer service issues under supervision by addressing root causes in terms of either processes or behavioural changes.
Provides first-level escalation for any high-risk customer issues (technological, financial, legal, brand, reputational) raised by the team.
Impacts quality, efficiency and effectiveness through the supervision of the Customer Service team driving contribution to the department.
Coaches talent, and leads others, to develop capabilities and ensure performance through upskilling, development and recruitment.
Supports the implementation of continuous improvement opportunities to improve the customer service team processes.
The skills you’ll need
Complaint Management
Information Management
Communication
Issue Resolution
Problem Solving
Customer Insights
Commercial Acumen
KPI/Metric Monitoring
Feedback Management
Customer Relationship Management
Knowledge Management
Talent Management
Performance Management
Escalation Management
Decision Making
Growth Mindset
Stakeholder Management
Inclusive Leadership
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
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.