Field Service Introduction Professional

Job Req ID: 31684

Posting Date: 12 Apr 2024

Function: Customer Service

Unit: Business

Location: UK Wide, United Kingdom

Salary: Competitive

Job Req ID:31684

Posting Date: 10/05/24

Salary: Competitive

Why Business?

We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we're focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.

Why this job matters

This role is accountable for the introduction of all field work, from strategic conception and interlock with product teams through to costing, scoping and operational handover for delivery. It involves understanding current and future service requirements and the development of a plan to deliver these capabilities: technically, commercially and operationally.

The role is accountability for the use of direct labour v's 3rd party suppliers to maximise return on investment for field service activities.

What I'll be doing? Your accountabilities

The ‘front door' for field services engaging with product lines and sales channels to understand and manage requirements.

Owns the process including and manage the solution design and support the creation of a strategic Service front door.

Allocation, management and control of front door requests ensuring on time delivery.

Understand the requestors work requirements and help guide and mentor them as well as building their knowledge of the team's capabilities going forward.

Ensuring accurate accounting and recording of bids across their life cycle.

Submission of billing reports through finance for the relevant contracts and bids on a weekly and / or monthly basis.

Driving a high engagement culture across their function to ensure the customer experience is delivered therefore reflected in the Net Promotor Score.

Interfacing with sales channels to support simple bids and projects requests, including pricing proposals.

Skills required for the job

A strong communicator and relationship builder across multiple functions and external parties

Possesses the ability to engage with Senior key stakeholders including client directors, Product line, Procurement, Regional delivery partner and service/account managers.

Acts with integrity and takes responsibility for own actions and responses

Strong commercial capabilities and an ability to translate operational practices into commercial impacts

Ability to process complex ideas and think logically; perceives and understands others

Supports the future strategy of field engineering capabilities to meet future products and growth areas to maximise return on investment for Customer facing units

Experience you would be expected to have

Experience in Customer interaction and bid management – Mandatory

Experience in budget control and financial reporting - Mandatory

Experience in complex decision-making, analysing problems and taking well-evaluated risks – Mandatory

Experience of BT products, services and field service contracts - Mandatory

Experience of managing the delivery of Work Packages or small Projects and holds a Project Management qualification (i.e. foundation level)

Connected leaders behaviours

Commercially Savy

Owning Outcomes

Build for the Future

Key Decisions

How we interact with internal customers for Field Service

Governance model and commercial arrangements most appropriate to customer size and scale

Optimum pricing model / rate cards for resourcing mix for new pieces of work

Set up costs and approach for new pieces of work e.g. training costs

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.

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.