Team Leader International

Job Req ID:  6510
Posting Date:  08-Mar-2023
Function:  BT contact centres

One Braham (4140), London, United Kingdom

Salary:  £28,000.00

The Role - Based in One Braham London, Liverpool or Manchester 

To lead, motivate and inspire a team of order mangers to deliver outstanding customer service to Enterprise International Customer set.

To create a team to act as the Single Point of Contact with the customer(s), pre-empting customer requirements, adding value to the customer’s BT experience through proactivity monitoring and updating them on their orders.

Proactively manage all teams and individuals throughout the order journey to ensure agreed customer commit dates are met and customer expectations are understood for key and important changes whilst driving continuous improvement and improving customer satisfaction.

Build peer to mid-level relationships within the business organisation and own the overall delivery relationship on behalf of BT, undertaking the role of customer advocate – always looking at delivery through the customer eyes.

You'll have the following responsibilities

  • To coach, counsel and develop a team of people to review performance and develop their full technical potential in a diverse and fluid environment.
  • To create an environment conducive to optimum Employee engagement. Ensure effective two-way communication through regular 1:1’s, feedback and monthly team meetings
  • To be a role model and to ensure a high standard of conduct, leadership and service within the team.
  • To undertake ownership and responsibility for the integrity of high value complex international customer issues and concerns and be the 2nd level escalation within international service delivery.
  • Development of the customer service relationship across the team.
  • Providing line management support and advice for the operational service teams, account teams and customers for all international order related issues
  • To attend all team meetings, 1:1's and training sessions as arranged by the line manager.
  • To carry out specific tasks, projects and ad-hoc duties as directed by the line manager.
  • To work personally with customers and lead the team to ensure complex client requirements are delivered within the agreed timescales.

  • To ensure the health and welfare of the job holder (and his/her team if applicable) in accordance with BT’s Health & Safety policy.
  • The job holder will be authorised to access, use or disclose customer information only when they need to do so to perform their operational duties. Any other access, use or disclosure may only be made on receipt of additional authority from the information owner. To ensure that the job holder (and his/her team if applicable) is made aware of the need to safeguard sensitive customer information, so that customers perceive BT to be a
  • The job holder will understand the regulatory, fair trading and competition rules and have an awareness of the BT Code of Practice and The Way We Work relating to their work sufficiently to be able to comply with them, relying on their own knowledge or on their ability to recognize when they will need specialist support.
  • To have an awareness of BT’s Environmental Policy sufficiently to understand the relevant aspects of the policy in relation to your work e.g. recycling

What we are looking for

  • Successful track record in the leadership in an Operational Service Environment.
  • Be able to work for periods without direct supervision and to work under the pressure of demanding time-scales and objectives.
  • Be self-motivated and maintain high levels of communication skills and Interpersonal skills.
  • Be multifunctional / flexible with regards to on-line / offline roles when required.
  • A proven track record in continuously improving customer/employee satisfaction and operational productivity through inspirational people/team leadership and management.                                                               
  • An ability to prioritise and negotiate for optimum results in a technically challenging operational environment.
  • A good technical knowledge of the International product set.

Wondering what’s in it for you?

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

  • Competitive salary starting at £28,000  
  • 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