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Team Leader Service Desk

Posted: 23 May 2022 Closes: 27 May 2022
Gurugram, India competitive
Permanent & Full-time BT_180768

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Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we've got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you're welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team's deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you'll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

The role holder is primarily responsible for the management of a complex product(DNS, DHCP & IPAM) functional area. He/she manages, leads and motivates a team of customer service or operational billing team members dealing with complex products. Products or services are generally likely to be well established with established processes. Non standard products and/or frequent external customer contact is likely to be a feature of this role. Could involve some general scripting with a range of options but where initiative is required to chose the most appropriate from a range of options. Could be responsible for resource planning to meet work volumes to ensure team meets commitments and key KCI points are met, with objectives around meeting financial, people and customer targets.

You'll have the following responsibilities

q To own the customer relationship through a team of team members.

q To demonstrate good knowledge of BT products and processes across functions and their customer base.

q To build and maintain internal relationships across own organisation and, where appropriate, the wider unit.

q May be involved in providing technical/process guidance and directions to the team to meet DNS/DHCP implementations.

q To demonstrate awareness of BT's strategy and good knowledge of unit strategy.

q To act as coach to ensure required coaching is available for the team member who is in need.

q To ensure compliance targets are met for own team and to meet people related targets.

q To communicate operational plans as it applies to the team, report on productivity and other measures as required.

q To act as the first escalation point for customer complaints and retain ownership until resolution.

q To be responsible for resource planning and capability matching within their team.

q To own the customer relationship at "peer level" or higher within the customer organisation,

q To manage Service Delivery and Reporting, as well as to build and enhance a mutually beneficial relationship.

q To meet all people management related targets.

q Ensures delivery of an excellent customer experience in all customer contacts within team.

q Identifies and resolves barriers to achieving obligated contractual SLA's and KPI.

q Implements process improvements within own team, so that team operates at minimum cost and maximum benefit.

q Acts as first level for customer escalations across the range of products.

q Demonstrates a degree of creativity outside of standard procedures when making decisions to deal with issues.

q Takes responsibility and accountability for managing people resource targets and performance of a team so that all customer satisfaction, quality, revenue, debtor control, cost and productivity targets are achieved whilst minimising the number of complaints

q Responsible for people issues associated with managing a team of team members, including performance management, discipline and grievance cases and recruitment as necessary.

You'll have the following skills & experience

q In most cases, requires experience as a line manager in to a service team, excellent coaching skills and experience of dealing with performance issues.

q Good knowledge of product area (DNS,DHCP)/ Infoblox; what it is, does and how it is delivered to the customer, also how it fits with other products.

q Could require a significant level of experiences and skills on ITIL processes - Change, Incident and Event.

q Customer management skills.

q Good IT / Communication competencies in one or more field, to provide the necessary guidance and input during customer service impacting issues.

q Ability to represent the team with customer and internal stakeholders.

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!
If you would like help and advice about applying for this role please visit the Career Hive

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If you would like help and advice about applying for this role please visit the Career Hive