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

We have an exciting position available for a CDS Team Leader. 

You will be working on some of BT’s largest contracts.

As Team leader, you will be responsible for resourcing, people management and performance. You will focus on customer orientated SLAs and commitments, whilst creating efficiencies and implementing service tower strategy. 

Process improvement will also be a priority, and transformations within the team along with managing key relationships with the Customer Facing Unit’s operational contacts. 

This is a vital role, you will be an important point of escalation for service related issues, ensuring that we give the best service possible to our customers. 

You'll have the following responsibilities

Leading, coaching and keeping the team engaged and motivating the team towards achieving individual and team targets, and delivering excellent standards of customer service

To take Ownership and accountability of Contractual SLA, KPIs and Quality targets and drive the team to exceed or meet them at the minimum

To build a productive team environment and promote operational excellence within team.

To motivate, mentor, coach and develop team members skills as required

Responsible for stakeholder engagement at the middle management level in the customer's / stakeholder's organisation and manage service escalations

Driving continuous improvement, learning lessons and implementing positive change to increase capability

Also responsible for customer and employee satisfaction levels

Adheres to BT and Contract specific security clearance. 

Follows BT security process when accessing buildings and facilities

Position may include other duties as determined by the business

You'll have the following skills & experience

High level of coaching and people management skills with proven experience of motivating and leading team

Management of up to c.20 people, creating an enjoyable and rewarding working environment, developing talent and managing change and under-performance

Proactively driving continuous improvement, learning lessons and implementing positive change to increase capability

Excellent communication stakeholder management relationship skills required and ability to manage KPI’s, resource forecasting and customer satisfaction

Excellent organisational skills with the ability to prioritise daily tasks and good multi-tasking skills aligned to role needs, able to work under pressure and to tight deadlines

Job offer will be dependent on achieving the relevant security clearances

Benefits

Competitive salary and on-target bonus plan

World-class training and development opportunities

25 days’ annual leave (not including bank holidays)

Discounted broadband, mobile and TV packages

Share option and pension scheme programmes

Flexible benefits to fit around 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!