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

Are you dynamic, can you lead, develop, coach, and motivate a team in a fast-paced environment? We are looking to recruit a performance driven Contact Centre Team Leader to join our team in Exeter who is passionate and enthusiastic about people development, process improvement and customer experience.

As a BT Team Leader, you will need to be able to act quickly in the best interest of the customer and champion them in everything you do. Connecting with your customers, people and organisation will be at the heart of what you do.

You'll have the following responsibilities

Coaching and developing your people to perform at their best and deliver a brilliant customer experience.

Owning the customer relationship through a team of online advisors.

Challenging your people to be accountable and be their best.

Ensuring compliance targets are met for own team and to meet people related targets.

Responsible for building a brilliant team that brings diversity of thinking and different views.

Communicating operational plans as it applies to the team, reporting on productivity and other measures

Deliver compelling messages that inspire, persuade, and engage our people.

Acting as the first escalation point for customer complaints and cutting through complexity and obstacles to get the right ethical solution at the right time.

Demonstrating good knowledge of BT products and processes across functions and your customer base

Involved in providing information at a local level with trade unions

Demonstrating awareness of BT’s strategy and able to identify, create and lead smooth business changes.

Leading collaboratively, generating commercial outcomes that benefit our business and that have a sustainable impact.

Understanding the wider market and commercial drivers, coming up with ideas and insights that benefit our business.

You'll have the following skills & experience

Have excellent leadership skills and at least 12 months experience of managing high a performing team

Be able to demonstrate how people are at the forefront of your leadership style.

Be able to demonstrate you have an inclusive leadership style

Experience of managing business change

Bring experience from the contact centre industry within insight to support our ambition to be the best place to work

Be able to lead through change and deliver a consistently brilliant outcome’s for Customer experience and people alike

Proactive and have strong analytical and numeracy skills

Have delivered continuous improvement initiatives for people and customers

Benefits

Generous discounts on broadband

BT TV - including BT Sport and NOW Entertainment Membership for £5

50% off EE or BT pay monthly mobile plans  for you

Up to 30% off EE pay monthly mobile plans for your friends and family

Generous salary and bonuses

25 days’ paid holidays

Employee rewards hub saving you £££ on products/services you normally buy

Great pension (up to 9% employer contributions) and share schemes

Opportunities to progress your career across the business

Paid days off to volunteer with charities or causes important to you

Job satisfaction; knowing you’re helping the country stay connected

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!