Customer Delivery Professional - Voice

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. 

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 & 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. 
 

Other things you need to know

To protect yourself, your colleagues, our customers and BT, you must follow:
•    Our ethics code, The Way We Work;
•    The Undertakings code of practice (which contains important rules about BT's promises to Ofcom);
•    Our regulatory, fair trading, competition, data protection, environmental and anti-corruption and bribery policies;
•    Our security policies; 
•    Our standards of behaviour policy;
•    Our health and safety policy; and
•    BT Business continuity management policy framework directive.  

You have an important role in maintaining customer trust and helping BT to do business with integrity. Because working ethically is so important you must follow all laws and BT policies and procedures in the course of your employment. If you have any questions or are unclear on what any of our policies mean, just talk to your manager.
You can find all our policies and procedures on the BT intranet (or from your manager) – it’s up to you to keep up to date with them, including your mandatory training, and ensure you fully understand what they mean for you in your day-to-day work. If you don’t do this or if you breach any of our policies, you could face disciplinary action, or even dismissal.
If you’re a people manager you need to be aware of the expectations for managers.  You can find these on the Connected Leaders site.