Job Req ID: 32590
Posting Date: 2 May 2024
Function: Service
Unit: Business
Location: Dial House Manchester, Manchester, United Kingdom
Salary: .
Why this job matters
Mobile Service Delivery is part of a process flow within Service Delivery, BT Wholesale, which provides a dedicated end-to-end Managed Ethernet Access Service (MEAS) service, including ‘Legacy' provision, for major mobile customers such as MBNL, Vodafone and O2.
Mobile Service Delivery also provide the acquisition, installation and migration of the mobile cell site microwave networks including configurations of live network devices, traffic cut overs and cluster splits to name a few.
The role holder, a Technical Specialist Engineer will work within the mobile infrastructure environment working on the different products we provide; this goes from initial orders received from the customer up to on the day engineering & traffic cut overs onto new faster links or new microwave equipment. You will provide single point of contact and ownership to our customers. You will liaise with customers, suppliers, engineers, project managers and senior management to drive successful deliveries
This role will aim to provide delivery of end to end service for mobile operators (customers) in the most cost-effective way, making sure Customer Delivery Date (CDD) is met right first time and that customer service quality is compliant with the voice of the customer. Through the use of CI tools and techniques continuously improving how services are maintained, delivered and made efficient.
What you'll be doing
- To be proactive in the management of workloads in order to ensure delivery against associated product service level agreements (SLA's), this includes the detailed analysis of customer requirements and problems plus taking ownership to ensure that effective solutions for delivery of service are in place and the necessity for right first time “ Clean Orders” is simply what we do.
- Ensuring delivery of service to large internal & external customers managing professionally all expectations and that all statutory and regulatory requirements are met. The role holder will have the skills and experience associated with customers/internal processes, products (and any new product introduction) allowing them to help and a specific point of contact on complex orders.
- Adhere to commercial and regulatory parameters within our processes ensuring successful progression of orders to meet the customer delivery date. The role holder will take full end to end ownership and be able to respond with solutions to complex queries both internally and externally originated. The role holder will have the knowledge and experience to use their judgement to initiate corrective actions when required provide supervision and coaching to others in order that we preserve the delivery of excellent service.
- Keeping the customer directly informed in an effective, efficient and timely manner. Hosting and attending calls where appropriate. This will require the role holder to have the ability to manage complex customer queries and do so using a variety of communications solutions including on line, voice and various multi-media applications.
- Managing internal & external contacts professionally, ensuring any required action is agreed and implemented. The role holder will be commercially astute and will be able to identify and highlight opportunities for future business and the provision of managed services enhancing the image and financial outcome for the Mobile Service Delivery unit within BT.
- Own and escalate customer requirements in line with BT Wholesale /supplier processes demonstrating the experience and discretion to take calculated risks while coaching, organising and directing others involved in the delivery of service. With the added ability to host and carry out knowledge transfer and sitbys.
- Understanding the role in achieving the team objectives and how as the business evolves. Adding additional value by implementing and using CI tools and techniques to better introduce efficiencies to help drive improvements and productivity.
Essential Skills
- Mobile Network Familiarity
- Basic Telecoms and Fibre knowledge
- Comfortable working in a Fast paced Environment
- Ability to organise and manage a series of both simple and complex deliveries
- Excellent interpersonal skills
What we'd like to see on you CV
- Knowledge of wholesale mobile products and services delivered by Enterprise
- This role requires coordination across BT departments and all suppliers involved in the delivery, including but not limited to Openreach, Technology, Small Work Contractors and system architects / designers. The role holder must provide up to date, informative updates to the customer contact or engineers on site
- The role holder, will be able to pick up and be comfortable using complex tools and system to interrogate and work on live networks
- Experience in end to end delivery
- Continuous Improvement methodology daily to make step improvements in Mobile Infrastructure
- Provide On the day support and pulling out all the stops to ensure on the day activities as successful saving on further costs to the business with engineer re-visits
- Experience in supplier delivery management
- Experience of working within a team to performance targets
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.
- BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
- 22 days annual leave (not including bank holidays), increasing with service
- Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
- World-class training and development opportunities
- Option to join BT Shares Saving schemes.
- Discounted broadband, mobile and TV packages
- Access to 100's of retail discounts including the BT shop