BT Complex Customer Team Manager in Bristol, United Kingdom

Complex Customer Team Manager


Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

A new role has come up within our Bristol office. We are looking to hire an all round professional with a background in Continuous Improvement and some team leadership experience.

This role will head up the delivery of our shared services and ideally the successful applicant must be Security Cleared. We can consider applications from candidate willing to go through the process to become SC cleared.

You will provide day to day line management of a delivery team within Service Request Operations in the UK. The disciplines covered within the delivery team include pricing, design, order entry and/or delivery management. You will be expected to lead a maximum of 2 of these disciplines.

You will ensure that your team members have a clear understanding of business priorities, have the necessary tools and training to undertake their responsibilities and will motivate, coach and support them to deliver the required services to their customers as appropriate.

You will be the first level of escalation for your chosen disciplines/contracts and will be expected to manage the team in accordance with the agreed performance.

What you'll be doing

  • Ensure your teams have efficient operating models and working process for all activities.

  • Identify, arrange & provide any training/coaching that is required for the team.

  • Ensure sufficient resources to meet work demands & commitments and key KPI’s are met.

  • Provide SPOC and support to customers and calls handled in a professional manner

  • Ensure that all system user access is available, to enable users to perform their duties.

  • Deliver process improvements to reduce cycle time, improve data integrity & efficient processes using the CI methodology

  • Work with other managers, Service director, Commercial & contract team as appropriate to improve service delivered

  • Ensure processes & procedures are in place for interface with our internal & external suppliers

  • Monitor and measure Agent & Supplier SLA and Quality performance for all services.

  • Constantly review and improve customer satisfaction levels.

  • Effectively performance manage your teamto ensure all team members are performing at their optimum

We'll also need to see these on your CV

  • Recent experience within a similar role.

  • An understanding of the lead to cash process.

  • Strong people management background including performance management.

  • Strong stakeholder management skills.

  • Ability to manage change.

  • Familiar with continuous improvement (CI) methodology, preferably to a Bronze standard.

  • Security clearance

Why choose us?

BT offer a structured career ladder recognising and rewarding strong performance. We offer great development and learning opportunities to help round out your skillset and progress in the way that is best for you.

We offer a strong benefits package, including free broadband, TV and Sport for all employees, an on target bonus scheme, discounted share schemes, a pension scheme and much more.

At BT, we’re creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future.

We value different perspectives, skills and experiences. We’re happy to consider ways of working that will mean you can perform at your best. If you want to talk about working part-time or as a job share in this role, please apply and we’ll do our best to get the balance right.

If you feel that you fit the bill in terms of skillset and can add value in this challenging environment, we are keen to hear from you!


We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

Job: Customer Service and Contact Centres

Title: Complex Customer Team Manager

Location: GBR %26 Ireland-GBR-Avon-Bristol

Requisition ID: 96902