Media & Broadcast TVOB Bookings Operator

Why this job matters

In your role you will be responsible for the monitoring, management and repair services and platforms from the portfolio of products managed by Technology TV and sold by Media & Broadcast, working closely with suppliers and direct with the customer as well as internal teams. The customer product portfolio consists of products used for Broadcast TV, Radio and data transference for Media purposes. Daily activities include talking to customers such as the BBC, ITV, Sky, including several hundred other Global broadcasters, liaising and booking their Occasional Use and Outside Broadcast streams which are charged with carrying television feeds for both the UK and in part Globally. 
To work within the Television Outside Broadcast unit of the Media and Broadcast division of BT Technology to provide a global 24 hour booking function and first line account management of key global TV, Media & Broadcast customers, dedicated to delivering world class customer service. Pro-actively selling services and providing managed customer solutions including the full spectrum of processes from quotation, order taking and processing, event planning and on-site coordination, service through operations, billing instruction and query/complaint handling for Temporary Services products.

What you'll be doing

•    To act as the primary point of contact with responsibility for the planning and/or service delivery of customers or specified key accounts, contracts or events as allocated to produce the agreed quality of service.
•    To own all customer enquiries and orders for the TVOB Temporary Services product set and progress and coordinate customer order through quotation, order taking and processing, service provision and billing preparation.
•    Coordination and booking of both internal and external resources to provide the most cost effective solution, ensuring quality control to meet service level agreements and customer satisfaction.
•    Ensure that billing preparation data is completed to meet unit and financial deadlines to ensure customers are accurately billed in a timely manner.
•    Ensure global booking, billing preparation and financial processes are adhered to and be able to effectively use the relevant information systems and databases to record information that accurately reflect services provided to enable service provision and accurate billing.
•    Ownership and resolution of customer complaints and billing issues within processes established.
•    Pro-actively support the booking team with effective control of resource levels by providing information on account and work activity, providing cover where required for periods of sickness, annual leave and increase in business activity. Team leader responsibility may be allocated as required.
•    To support the additional temporary events functions operating from within the business unit, with capability for processing new customer orders and maintaining the customer relationship.
•    Actively involved in developing and increasing the profitability of the unit by building and developing new and existing customer relationships, with attendance at customer service review meetings and pro-actively selling services via telephone and/or customer visits.

Skills and Experience

•    Experience with Media and Broadcast solutions and services.
•    Management and processing of technical customer bookings.
•    Billing of external customer bookings.
•    Exceptional customer service of both internal and external stakeholders.
•    Working within a highly pressurised environment under urgent, tight timescales.