Customer Delivery Professional - Inbound Contact Global (Voice)

Why this job matters

The CDP co-ordinates activities associated with a customer order from the launch until the delivery of ICg service is complete. This role is the connection between the customer, internal and external teams. Deep product and process knowledge is required to progress through the orders on different internal teams. 

What you’ll be doing

1.    Coordinating activities associated with a customer order from the launch until the delivery of an ICg order. This role is the connection between the customer, internal and external teams. 
2.    Acting as a SPOC for Account teams, Project Managers, external (suppliers) and internal teams (e.g. Billing, Configuration team, etc.) to ensure ICg orders are managed to a successful conclusion, this may involve attending meetings as needed to review progress and to resolve any issues.
3.    Auditing the technical content of customer projects to ensure that they can be implemented and that there are no errors. Discuss and resolve any anomalies with the Requestor, Suppliers or Configuration Team as necessary and agree the amended requirements.
4.    Reviewing and validating new orders before implementation
5.    Making sure the ICg orders are completed in time and taking necessary actions if the orders are not moving for various reasons.
6.    Being responsible to deliver the orders within the calculated Customer Commit Date and if needed, initiating the change of this date by requesting the relevant approvals to do so.
7.    Creating reports for a specific customer about their orders and joining regular meetings with other stakeholders to discuss the status of those if needed.

Required and desired skills:

Soft skills:
•    Ability to meet the customers’ needs in line with the business requirements
•    Working with a cooperative and positive attitude in group settings to achieve common goals
•    The ability to convey information to someone effectively and efficiently
•    Ability to comprehend and systematically organize the various aspects of a problem or situation
•    Great stress and uncertainty management skills
 
Language skills:
•    English on a fluent level

Additional allowances and benefits

•    Bonus
•    Health Insurance
•    Cafeteria
•    Smart working allowance
•    Working in a hybrid model (3 office days, 2 at home)

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. 

We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.  

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

 

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

 

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.