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 successful candidate will bring to life "Connecting for Good" in our Belfast, Enniskillen, Dundee and Newcastle Contact Centres, with our colleagues, our customers and in our local communities. It will be expected to be a trusted business partner alongside a senior operational leader, focussed on building leadership capability and getting results against key contact centre metrics such as absence, attrition and engagement. Also, designing and implementing transformation and change initiatives that support BT's People strategy for Customer Care, in a personal, local and inclusive way. 

This role will work in collaboration with regional recruitment and training teams to understand the needs of our people, the dynamics of the external environment and local community, to provide insight and strategies that will make our contact centres the best place to work.

You'll have the following responsibilities

Deliver people plan outcomes for a region (c. 1000 FTE)

Partner with the business to implement a range of effective and pro-active HR and ER solutions that has site and geographical impact.

Coach senior leaders within the respective site or geography to build and develop leadership and people management capability.   

Leads and project manages people transformation and change programmes within site or region. Understands the key drivers of change and people impacts and uses a range of change management tools and techniques, ensuring milestones are completed on schedule.

Deliver improvements in operational HR outcomes including attendance, diversity and inclusion, absence, engagement etc. resulting in improved business performance.

Deliver across a range of HR practices such as reorganisation, workforce management, performance, employee engagement, and talent & leadership development, working in a matrix organisation and partnering with key stakeholders in managing the implementation of HR activity at local level

Accountable for influencing, leading and partnering with the business, ensuring all business activities are carried out  in accordance with local legislative requirements, which enhance and protect BT for now and the future.

You'll have the following skills & experience

Knowledge and broad experience of HR, covering a breadth of activities, ideally from an HR generalist background.

Strong technical ER skills and knowledge of it’s practical application across the people processes and managing reorganisations. 

Business partnership; establish working relationships with stakeholders and build a rapport to become a trusted advisor. Identify strategic issues and raise questions to help customers explore and understand their wider business challenges. You recommend solutions to help them achieve their objectives.

Begin and ends with the customer - places the achievement of excellent customer solutions at the heart of the organisation. 

Thinks and acts commercially; good analytical skills, and commercial awareness. Understands the agenda of the business.

Proven ability to influence and coach.

Demonstrable professionalism with a proven ability to operate in a matrixed business environment, including external partners such as councils and unions. 

Demonstrates good understanding of how to support Diversity and Inclusion and impact within the business.

It is expected to have; 

Experience of Contact Centre Service or Volume based HR

Senior stakeholder management up to Director level, demonstrating ability to work closely with and partner with the business.

Experienced of having delivered or significantly contributing to complex HR change, reorganisation or transformation programmes

Preferred (not essential)

Undergraduate degree or professional certification in related HR discipline or equivalent experience

Experience/knowledge of working within frontline contact centre operations

Using and interpreting data to identify insights and recommendations for actions

Experience working with trade unions

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!