Service - TM 3

Why this job matters

The Total Resource and On-Site Customer Representative team provides offers a bespoke 1st & 2nd line support function to our most valuable managed contract customer base. The primary goal is to deliver best in-class, tailored support to all BT/EE Managed Business Customers. The role holder is integral to the end to end delivery of all EE service propositions through from managing the communication and approach for incidents, service introduction and order and inventory management. On a contractual basis the Total Resource and On-Site Customer Representative team will lead the service and billing review meetings with the customer.

The Total Resource and On-Site customer team will provide a desk or customer site based account service in addition to the fist line service desk, providing support through the lifecycle of resolution management and account support.

Where called upon the Total Resource and On-Site Customer Representative team will operate the customers tool-sets to support the maagment of their mobile infrastrcutue and ensure customer reporting is in a format usable by managed customers.

The Total Resource and On-Site team will be fully available as our customers first point of contact providing professional and knowledgeable response and able to work with all business operations support areas across Business and EE. The post holder will ensure all customer affecting issues are managed and communicated correctly including Product Management, Sales, Billing and Account Management up to Regional Director level.

In order to ensure a right first time approach to customer issue management the Total Reseource and On-Site team will engage and direct third party vendors and external suppliers as required, eg. platform changes and procurement and supply.

The Total Resource and On-Site team manage the customer from pre-sales therough set-up, first bill and in-life desk and on-site based account management This will include the initial support on prospect and bid support, usining experience of other customers serviced, highlightingthe advantages of this managed approach to customer satisfaction and retention.

Each Total Resource and On-Site representative will be assigned a portfolio of Business customer contracts to manage, this is to ensure excellent, complete service is delivered.

Role Responsibilites

• Being able to work on own initiative, in a high pressure customer facing environment, making and advocating decisions made on behalf of EE and BT Business.
• Key to this role is to ensure contractual commitments are met by Business and the customer.
• Be adaptable to change in a fast-paced environment and will endeavour to promote new services and functionally to improve the customers experience
• Proven ability to develop and maintain an effective network of contacts and build relationships at all levels of the organisation and externally with suppliers and partners and customer.
• General awareness of BT Business and EE propositions, including policy/process/procedures
• Good knowledge of EE platforms and their capabilities
• Highly skilled and literate in IT and programmes such as Microsoft Applications, such as Microsoft Excel and PowerPoint
• Excellent communication skills, both written and verbal
• Demonstrate a consistent “Can Do” approach to any task delivering the highest standard of support possible to both internal stakeholders and customers

Skills You'll Need

• Excellent questioning and diagnostic skills
• Ability to incident manage complex IT and network issues, through to resolution engaging constructively with suppliers and internal partners.
• To set and manage stakeholder expectations including customer and Global and UK account teams
• The role will be responsible for service tickets and ticket management, working with 1st, 2nd & 3rd line Technical

Support, (and where applicable) utilising network tools and systems to diagnose customer network/provisioning issues.

• Exceptionally high quality KCI (Keeping Customer Informed) processes will be owned by the Total Resource and On-Site representatives, include internal Business and EE stakeholders and the customer – at all levels up to CIO and Director level