Mobile Network Customer Experience Specialist

Why this job matters

This role is primarily field based, and would cover Scotland

You will be the voice of the customer within Network Services.

You will bring technical and personal expertise to a team who are collectively accountable for end-to-end Customer Experience and service performance delivered by BT Networks to ensure a brilliant experience for all our customers.

We achieve success through establishing excellent relationships with our business partners and stakeholders, driving service improvements, and positioning ourselves as champions of the customer experience for the BT business.

You will always look from outside-in through the eyes of our customers and are totally experienced obsessed, always driving for root cause improvement.

What you’ll be doing

Solving complex problems

• Investigate and resolve complex issues impacting customer experience.
• Conduct walk/drive tests engaging directly with customers to replicate issues and identify root causes.
• Deploy tactical coverage solutions, advise on WiFi calling, or consult with customers on permanent installations.

Driving customer performance

• Support Benchmarking activities to ensure EE remains at #1 for Mobile Network.
• Identify opportunities to improve key benchmarks and metrics for quality e.g., Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Propensity to Contact (PTC)
• Test new products and services in live to ensure product success criteria are met, as well as understanding any impact to existing services and customer experience.

Voice of the customer

• Bring insight to customer feedback by proactively investigating opportunities to further drive customer improvements.
• Hold Network Services to account by bringing Customer stories into the Leadership Team to drive action.

Collaboration & Team Development

• Develop key relationships across the Business, Networks and Managed Services to drive collaboration to fix problems.
• Building subject matter expertise to share across team. Playing a part in building an engaged and empowered customer experience team.

Skills you'll need

• Articulate individual with the passion and energy to influence decision-makers at all levels across the Business.
• Conflict resolution skills, enabling the individual to cut across organisational and financial complexities to deliver meaningful change and to lead a multi-skilled team.
• Full understanding of the latest Mobile Generation’s protocols and procedures to enable in depth root cause analysis of Customer faults or complaints.
• Excellent knowledge of RAN and Core nodes to enable E2E troubleshooting.
• Excellent knowledge of RF principals. Key areas include power measurements, spectrum analysis, network analysis and the ability to use specialised test equipment and be able to interpret measurement results.
• Exceptional customer/stakeholder management and communication skills.
• Exceptional analytical skills to enable solving complex problems, identify root causes and help implement effective solutions.
• Exceptional clear and concise communication skills to enable collaboration with other team members when explaining technical issues and to enable interaction other technical teams and Customers.
• Confident managing board level/executive/VIP (MPs, public figures etc) CX escalations to resolution.
• Confident leading team through change & ambiguity in ever-changing environment as well as coaching and mentoring team as well as coaching and mentoring team as required.

Experience you'll have

PREFERRED: May have a degree qualification (engineering/science) or has served a technical apprenticeship and/or obtained NVQ and/or further education technical qualifications (i.e. HND). Alternatively, relevant commercial experience - particularly Service Management experience.

PREFERRED: Will have experience of working in a technology driven environment and may have subject matter expertise level knowledge of some or all Converged Services Technology platforms

PREFERRED: Data driven and analytical experience

PREFERRED: Successful change management and continuous improvement experience

MANDATORY: Worked successfully within a team environment and culture where sharing knowledge is the default

Benefits

• Tailored training and development opportunities to continue to build your career
• 10% on target bonus
• 25 days’ annual leave (not including bank holidays), increasing with service
• Life Assurance
• Pension scheme - If you pay in a minimum of 5% of your pensionable salary every month we will pay in 10%
• Direct Share scheme
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 50% off EE mobile pay monthly or SIM only plans
• Exclusive colleague discounts on our latest and greatest BT broadband packages BT TV, including TNT Sports and NOW entertainment
• 30% discount for friends and family on EE mobile pay monthly and SIM only plans
• Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks

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.