1. Leads and inspires a large team of customer service professionals within a service centre environment, holding accountability for delivery of key performance metrics and effective management of customer interactions and the employee experience.
2. Coordinates timely resolution of service requests to achieve agreed objectives in delivering customer service and provides technical development and coaching to build team's issue resolution capabilities.
3. Supports the execution of reporting, ensuring leadership can leverage quantitative data to identify opportunities, challenge key risk and key performance indicators in efforts to identify and proactively address problems and manage the operational performance of the BT Group.
4. Supports the team through proper workflow and data entry of incidents, requests, problems, and knowledge articles.
5. Supports teams in ensuring resolutions to customer issues where analysis of service quality is reviewed and used to enhance the tech support service model.
6. Proactively seeks to minimise or eliminate customer service issues under supervision by addressing root causes in terms of either processes or behavioural changes.
7. Provides first-level escalation for any high-risk customer issues (technological, financial, legal, brand, reputational) raised by the team.
8. Impacts quality, efficiency and effectiveness through the supervision of the Customer Service team driving contribution to the department.
9. Coaches talent, and leads others, to develop capabilities and ensure performance through upskilling, development and recruitment.
10. Supports the implementation of continuous improvement opportunities to improve the customer service team processes.