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 Cost Efficiency & Customer Service team is part of the Finance function within the Consumer CFU and has two key functions;

1. Provide Finance Business Partnering support to the Consumer CFU in relation to £1.3bn of OPEX and £250m of CAPEX spend. This includes support for Customer Care (Sales & Service), Retail Stores, Marketing Spend and TLC.

2. Identify, evaluate, review, challenge and deliver cost efficiency programmes across all lines of the Consumer P&L; whilst ensuring we deliver the Consumer Strategic goals, including delivering great Customer Experience.

This job is critical in supporting the consumer division to ensure that contact centre operations are resourced effectively and efficiently to meet commercial sales and churn targets. Working with the Director of BT Consumer Sales this role will identify operational efficiency opportunities and assist in channel optimisation to maximise Cost Per Acquisition.

You'll have the following responsibilities

• Lead Business Partner to Director of Customer Care Transformation with a requirement to influence the size of in year operational efficiency improvements

• Responsible for identifying areas of transformation which mutually improve customer satisfaction whilst reducing costs or driving revenue 

• Responsible for ensuring that the roadmap of change enables delivery of financial targets

• By use of data analysis assists in the prioritisation of the change roadmap. 

• Highlights any risks and opportunities to key business improvements  

• Owner of Customer care CAPEX and business case sign-off.

• Full accountable for investment programmes to deliver key Revenue initiatives

• Lead Business Partner to Director of Customer Care Go to Market

• Responsible for ensuring key business launch initiatives are implemented successfully and efficiently 

You'll have the following skills & experience

Contact centre expertise required to quickly understand areas of spend and operational drivers to recommend actions to drive both advisor efficiency and increased sales opportunities

Proven ability to influence and coach at Director / Manager level and below and to build key relationships with appropriate business partners

The ability to analyse customer journeys and contact centre metrics to highlight areas of inefficiency and to develop plans to address

To ensure transformation targets are robust and challenging with a bias towards bold and confident thinking, challenging the status quo where appropriate

Ability to tailor message to the relevant audience, distilling key messages without losing the appropriate level of detail

The ability to financially model operational scenarios and resulting in robust business case creation and evaluation 

Experience it would be expected to have;

Experience of finance business partnering to senior leaders

Highly numerate

Proven track record of working and analysing large volume of data 

Transformation experience

Track record of supporting operational change

Working in a virtual team

Fully or Part Qualified Accountant (ACCA, ACA, CIMA) 

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. Benefits of working for BT include:

Competitive salary

25 days annual leave (plus bank holidays)

10% on target bonus

Option to join the Healthcare Cash Plan

Pension scheme

Shares Plan

Flexible benefits: cycle to work, childcare vouchers, healthcare, etc.

Discounted BT products

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

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!