Contact Centre Manager, Voice Services

Job Req ID: 46932

Posting Date: Thursday, 29th May

Function: Voice, Customer Service

Location: Glasgow

Salary: Competitive

Why this job matters

Voices services provide BT’s most extraordinary call handling capability. We answer c40 million calls a year across three primary call channels of 999, Directory Enquiries and Relay UK, amongst others. “We Connect for Good” perfectly sums up our purpose and the role we play in bringing people together, whether that be in an emergency situation through the 38 million 999 calls that we take,  providing telephone numbers through directory enquiries, or helping the deaf and speech impaired communicate via our Relay UK service.

In this role you will lead a highly effective and efficient Contact Centre operation, supporting our customers 24*7 with a high performing multiskilled advisor base. You will develop and lead a team of highly engaged leaders and team members, as well as making sure our customers have the best experience.  You and your team will be agile and responsive, no matter what time of day. This will all be underpinned by simple and consistent processes, and with the aim of continuous improvement at the core of everything you do to ensure you and your team are equally obsessed with finding ways to improve what we do and how we do it.

We also recognise that in each of our centres, team alignment to our purpose and the creation of the right culture is critical to our success. You will be expected to be able to set direction, create strategies, and deliver change to achieve our people goals.

What you'll be doing

1. Leading and inspiring a large, multiskilled 24*7 Contact Centre operational team, to deliver great customer service against regulated KPI’s.  Demonstrating strong leadership behaviours to create a highly engaged workforce and high performance, inclusive culture

2. Driving continuous improvement in the centre and create a cultural shift in how we execute on the removal of waste, finding opportunities to reduce customer effort and improve efficiency.

3. Contributing to Incident Management preparation and execution across 24x7 operating window.

4. Managing underperformance through established sick and performance management processes and policies

5. Collaboration with Centre Manager colleagues and other departments to ensure consistent delivery of high standards of work and operating processes

Essential Skills

Communication

KPI/Metric Monitoring

Customer Experience

Growth Mindset

Performance management

Inclusive Leadership

What we would like to see on your CV

1. Excellent people leadership and coaching skills to ensure a highly effective and high performing first line manager community of direct reports, through to the advisor / team members. Inspiring teams to deliver against common goals through translating business targets and strategy into clear and meaningful aspirations

2. Excellent storytelling and communication, presentation and influencing skills. Bringing a strong, positive, and challenging voice across the senior leadership team of Voice Services to drive improvement to our customers’ experience and influence transformational change and delivery

3. Proven skills and experience  in performance management, with a skillset including attendance, performance, HR cases, HR processes, Hearings and Appeals – all focused on ensuring we support the development of high performing team members, e while you remain proactive in identifying and responding to attendance and performance issues

4. Ability to demonstrate experience of Continuous Improvement culture, as well as delivering customer and efficiency benefits within an operational team

5. Resilient, with incident management experience , working in a demanding and fast paced environment

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

Benefits of working for BT include:
• 10% on target annual bonus 
• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
• X4 Salary Life Assurance
• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
• 25 days annual leave (not including bank holidays), increasing with service
• Equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks paid carer’s leave 
• World-class training and development opportunities
• Option to join BT Shares Saving schemes
• Discounted broadband, mobile and TV package
• Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.