Customer Delivery Professional

Why this role matters

I co-ordinate activities associated with a customer order from the launch until the delivery of a OneVoice SIP Trunking order. My role is the connection between the customer and the internal teams. Deep product and process knowledge is required to progress through the orders on different internal teams.

What I’ll be doing – your accountabilities

Global Voice Professional

• Coordinating activities associated with a customer order from the launch until the delivery of a OneVoice SIP Trunking or related order. This role is the connection between the customer and the internal teams. Deep product and process knowledge is required to progress the orders with different internal teams.
• Acting as a SPOC for Account teams, Project Managers, Customers and internal teams (e.g. Number Management, Configuration team, etc.) to ensure OneVoice GSIP orders are managed to a successful conclusion, this may involve attending meetings as needed to review progress and actions and to resolve any issues.
• Auditing the technical content of customer projects to ensure that they can be implemented and that there are no errors. Discuss and resolve any anomalies with the Order Entry team or Technical Specialist and Account Teams as necessary and agree the amended requirements.
• Launching the orders in Classic
• Making sure the OneVoice GSIP orders are completed in time and taking necessary actions if the orders are not moving for various reasons. 
• Being responsible to deliver the orders within the calculated Customer Commit Date and if needed, initiating the change of this date by requesting the relevant approvals to do so.
• Allocating the required Switch and Trunk in order to prepare the Configuration team’s work. If there are any system issues, following up with the relevant access support teams (rPACS, Classic, etc.) to resolve them quickly.
• Sending calendar invites for number porting and test and turnup activities (and chairing those meetings too if there’s a specific demand for that).
• Creating reports for a specific customer about their orders and joining regular meetings with other stakeholders to discuss the status of those if needed.
• The orders are being tracked in MySD by the Global Voice Professional so the high level status is always visible by anyone who might be interested.

The skills and experience you need

Relevant Experience    
•    Experience of Voice service provision and / or Implementation co-ordination in the International arena.
•    Outstanding communications skills.
•    Dedicated team member.
•    Highly motivated and has the ability to meet deadlines.
•    Proactive and exceptionally customer focused.
•    Financial and commercial awareness.

Minimum Training Requirements
•    Computer literate and skilled in Excel, Word, MS Outlook and MS Windows

These are our values, they show us the right thing to do

We are all connected by our shared values; Personal, Simple and Brilliant.  How we do things is just as important as what we do. 

Everyone should be guided by our values.  If you are leader, you will need to understand and demonstrate the Connected Leaders behaviours which you can find on the BT Intranet. 

In case of internal application

In case of internal application please do not forget to inform your line manager about your willingness for the internal move. Please note that the future manager might ask for reference about you from your current line manager. Please also bear in mind that your salary will not be adjusted automatically, but the new Line Manager can request it via off-cycle process.