Job Description:

Job information Service Professional from the Company BT, this latest Service Professional job vacancy is located in the city Sheffield located in the country United Kingdom . This latest job opening is open to job seekers who have the latest education / graduate GCSE . Job Vacancies in this Service field have been opened and published up to the specified time.

Job Responsibility:

Service Professional

Job Req ID: 33962 Posting Date: 4 Jun 2024 Function: Business Services & Operations Unit: Networks Location: Northern Command Centre, Sheffield, United Kingdom Salary: Competitive with great benefits Why BT? We've always been an organisation with purpose; we connect for good. You can trace this back to our beginning as pioneers of the world's first telecommunications company. At our heart, we're a technology company with research and innovation in our bones, and a desire to be personal, simple, and brilliant for our customers - the values we live by. Creating an inclusive working environment where people from all backgrounds can succeed. So if you have the drive, optimism, and resilience to help propel us forward, we'll offer unrivalled personal development, a wealth of opportunities to learn, experience new things, and pursue new careers. If that's you, and what you're looking for. We'd love you to be part of our future. Why this job matters The Customer Service Operations Centre (CSOC) monitors the availability of BT's critical IT systems within Service as part of BT's Technology unit. Surveillance monitoring is used to proactively identify IT failures in order to minimise service disruption and reduce the requirement for customers to report failure through the service desk. Collaborative incident management processes are used in response to IT incidents, in order to minimise service disruption and maximise trading availability for our customers. Stakeholder communications are used to keep the business informed of progress towards resolution and to inform business choices. The CSOC Shift Service Operations Manager (SOM) is responsible for 24x7 proactive monitoring of BT's critical IT applications which support trading for BT and its CFUs. What you'll be doing

• Continuous Improvement to drive a culture of customer focused improvements within the CSOC
• Service improvement by ownership of actions from the service improvement log
• Monitoring to ensure end to end services of the CFU are fully monitored
• Management and ownership of service restoration activities for service affecting incidents
• Drive customer service for relevant CFU stakeholders and communicate the impact of any service affecting incidents
• Possess and develop a product and service knowledge for the relevant CFU
• Provide coaching and support to the operational team members for the relevant CFU
• Maintain a training matrix.

Skills required Mandatory

• Excellent Written and Verbal Communication Skills.
• Strong problem-solving skills.
• Work comfortably, collaboratively and productively within a team and across multidisciplinary functions.
• Galvanising action for a broad set of skills to drive up BT's customer experience and service performance, contributing to new strategic policy.
• Regularly practising strong leadership in a complex, matrixed environment of technical service & platform teams, during high severity Incident recovery & problem management process, & improvement initiatives.
Excellent verbal and written communication skills, to produce stakeholder communications for director level and above.

Nice to have

• ITIL Foundation qualification.
• Experience of senior stakeholder management.
• Experience of operational supplier management.
• Experience of managing IT or Network Enterprise solutions.
• In depth knowledge of platform technologies.
• Knowledge of BT customer markets.
• Understanding of regulatory commitments, quality processes and financial governance.
• Business Improvement skills including Continuous Improvement, Lean and Six Sigma.
• An expert practitioner of skills that win business, support contact compliance or deliver service transformation.

Benefits Tailored training and development opportunities to continue to build your career 25 days' annual leave (not including bank holidays), increasing with service Life Assurance Pension scheme - If you pay in a minimum of 5% of your pensionable salary every month we will pay in 10% Direct Share scheme Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc. 50% off EE mobile pay monthly or SIM only plans Exclusive colleague discounts on our latest and greatest BT broadband packages BT TV, including TNT Sports and NOW entertainment Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks 3 volunteering days per year Access and involvement with our incredible 11 People Networks including Able2 network, Careers network, Ethnic diversity network, Gender equality network and Pride network Our leadership standards Looking in:Leading inclusively and Safely I inspire and build trust through self-awareness, honesty and integrity. Owning outcomes I take the right decisions that benefit the broader organisation. Looking out:Delivering for the customer I execute brilliantly on clear priorities that add value to our customers and the wider business. Commercially savvy I demonstrate strong commercial focus, bringing an external perspective to decision-making. Looking to the future:Growth mindset I experiment and identify opportunities for growth for both myself and the organisation. Building for the future I build diverse future-ready teams where all individuals can be at their best. About us BT is part of BT Group, along with EE, Openreach, and Plusnet. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.' We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won't be alone: we'll be there with help and support, learning and development. This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it. 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. 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.

Keywords : Sheffield jobs

Closed Date : 2025-03-14