BT Customer Help & Support Manager in Glasgow, United Kingdom


Glasgow - Alexander Bain House

Why this role matters

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this

The key purpose of this role is to manage the performance of an Inbound Customer Help & Support team to achieve or exceed Customer Help and Support team targets.

The manager is expected to run a high performance culture across their team and will motivate, coach and lead all their team members to deliver an optimum performance.

They have full responsibility for the end to end commercial and performance management of their team as well as a duty of care to the people that they manage.

Through robust and professional management, they are expected to work collaboratively across their unit and with other stakeholder’s communities both internally and externally.

What you’ll be doing

You’ll be:

  • Leading a team of approximately 15 Customer Help and Support advisors to meet and exceed Customer Help & Support team targets.

  • Coaching and developing your team by developing individual coaching and development plans for all team members.

  • Delivering against a balanced scorecard and KPI measures whilst delivering value for money to your key stakeholders, including adding revenue growth to BT plc.

  • Providing end to end commercial and performance management of their team and unit.

  • Actively seeking new ways to simplify the way we do business with our customers and to improve the overall quality of the service we provide.

We’ll also need to see these on your CV:

  • Leadership and management experience in a Contact centre role People Development Skills; the ability to coach, develop and motivate team members to achieve high performance KPIs

  • Ability to work as part of a team, supporting your manager colleagues on site

  • Performance management experience

  • Communication Skills - questioning and active listening, building trust, empathy and mutual understanding.

  • Planning and Organisation Skills - prioritising and organising tasks and activities, time management self and team.

  • Stakeholder management experience

  • Proven Innovation Skills - creativity, taking initiative, problem solving and decision making.Diversity At BT, we’re creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future.

We value different perspectives, skills and experiences. We’re happy to consider ways of working that will mean you can perform at your best. If you want to talk about working part-time or as a job share in this role, please apply and we’ll do our best to get the balance right .

Job: Service Client Relationship/ Account Management

Title: Customer Help & Support Manager

Location: GBR %26 Ireland-GBR-Lanarkshire-Glasgow

Requisition ID: 67630