Voice Services Team Leader

Job Req ID:  10066
Posting Date:  16-Jan-2023
Function:  BT contact centres

Alexander Bain House, Glasgow, United Kingdom

Salary:  28,000.00

The Role

Who are we? We are the team that work 24/7 365 days a year and we make a difference to people’s lives; we even work that extra day in a leap year? Shifts will between the hours of 06:00 - 18:00, working 5 out of 7 days and 1 weekend in 3. Still interested?......

We are Voice Services and we provide a critical service in a contact centre where speed and response saves lives. We connect people through to the emergency service they need quickly, effectively and without judgement and opinion, answering hundreds of calls per shift. We provide the Relay UK service to those people who need it most. Helping people with hearing and speech difficulties communicate with anyone over the phone. We are that vital link. We also support direct enquiry calls and operator assisted calls.

You will be a leader of a team, but not just yours… in this unique centre you will also support, develop and manage your fellow team leader’s teams. No two days are the same, you can plan out your days with coaching, 121s, catching up on your emails and planning investment time for your team, but due to the nature of this role you may go into alert then your plans can go out of the window….  That’s where you will then shine and come alive reacting to the situations that arise daily, hourly and sometimes within a minute. (We need a person who won’t be disheartened if they don’t get their to do list done).

We need our team leaders to be able to act under pressure, with a cool head supporting the teams around them. Whilst doing this making sure the caller or the situation is at the heart of everything that they do.

You'll have the following responsibilities

  • Performance management providing coaching, development opportunities and giving appropriate recognition to drive a high performance culture. Supporting your team and others teams in the centre.
  • Lead by example by communicating effectively with teams and individuals by being able to deliver and contextualise key messages (good news/bad news/change communications) in a way which makes information impactful and relevant.
  • Achieve KPI’s to meet SLA’s by creating robust plans to drive results and remove any barriers to providing excellent customer care
  • Resource management, being creative and fostering innovation at all times to provide suitably skilled and trained people to meet the volatile demands of all work streams
  • Create a positive working environment by listening and engaging the team to contribute and participate in driving local improvement activities. Encourage efficiency, cost saving, wellbeing and safety in the Centre
  • Develop the overall capability of the team by supporting individual needs with relevant PDPS and creating career opportunities
  • Collaboration by actively building relationships both internally externally to deliver the best possible results and sharing best practice.

  • Team performance and the delivery of high volume blended services to meet all KPI measures, whilst remaining compliant with BT Policies and regulatory obligations
  • Ensure team receives all relevant communications and updates, train and develop Advisors to broaden skillset, ensure knowledge-management completed by Advisors, coach and performance manage
  • Act as first point for any customer escalations and fully owns these; following processes to meet customer needs
  • Knowledge and understanding of BT products, Services, processes and systems within own product areas.

What we are looking for

  • Demonstrable experience of effective people management including of an operational team – call centre management experience is desirable
  • Ability to coach an operational team Connected Leaders capabilities
  • Good knowledge of BT Voice Services products and processes to be effective as a first line escalation and team leader
  • Effective communication – regular and honest conversations with emotional intelligence
  • Analytical – able to understand service trends to drive performance and process improvements
  • Proven resilience and the ability to succeed under pressure
  • Outside of the box thinking, as not every situation will have a step by step guide on how to deal with
  • Collaboration on a national level (including Real-time and Planning teams and externally (Emergency Authorities)
  • Flexible and adaptable, able to respond to constantly changing operational requirements and emergency situations.

  • Flexible and adaptable, able to respond to constantly changing operational requirements and emergency situations.
  • Able to identify opportunities and remove barriers to enhance ways of working
  • Able to role model leadership behaviours as set out in the BT Connected Leaders framework
  • Able to analyse and interpret management information to drive effective service delivery and team performance
  • Effective planning and organisation skills, demonstrating how can adapt to being proactive.

Wondering what’s in it for you?

Being part of the BT family brings a huge number of benefits including the below:

  • Competitive salary of £28,000.00
  • 25 days annual leave (not including bank holidays)  
  • World-class training and development opportunities
  • Share option and pension scheme programmes
  • Flexible benefits to fit around you