BT
Job Summary
BT, is currently hiring on a vacant job post of Quality Coach Team Manager based in Belfast. Please read the job detail carefully before applying.
Job Title: Quality Coach Team Manager
Company Name: BT
Job Type: Full Time
Job Location: Belfast
Salary:
Job Link Expiry: 2022-12-24
Posted on: jobsintelecom.net
Job Detail
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.
Locations
- Belfast
- Thurso
- Hatfield
- Barlborough
About the Role
This role leads the Technical Coach team that support the EMS locations, a mix of highly secure, commercial and end user customers.
- To be responsible for the quality of product training delivery requirements within the MCS Hubs in order to enhance the workplace experience and continually improve the quality of performance and productivity of all people.
- To coach and develop all teams to be fully effective in their role.
- To support the delivery of products by providing training, coaching and support, showing best practice across sites.
- To improve the knowledge and skills for each person through regular coaching.
- To support the management team through best practice policy
- To develop the EMS Annual learning plan in conducting with Operational Leads
- To take forwards shared leaning across all EMS hubs
- To help deliver best practice one way of working over EMS locations
Responsibilities
- To Manage, Lead and coordinate training and upskilling activities for the below groups of people.
- 1st line Service Desks
- Apprentices
- New Entrants
- ITIL Functions
- Other areas needing an overview of managed services
- To create the training material / local work instructions / Guides / Knowledge for groups of people across both Commercial and Secure and other supporting systems/ tools to include
- Functionality of our main tools for new entrants i.e SNOW, Remedy/ SRMP/ mailflow, Siebel, Entuity, TSOM etc
- Practical application of ITIL processes and procedures
- Troubleshooting processes and procedures for all products coming into 1st line desk
- Appropriate triage training
- Documenting processes for managing existing responsibilities of service desk i.e change process/ mailbox management etc
- GBH training to include expedio training and troubleshooting steps which should be carried out.
- To carry out the above training for the specific groups of individuals within a classroom or virtual environment
- To develop a training plan for individuals based on Managed Services strategy and growth areas
- Create a quality checklist on expected standards of work across the above groups of people which individuals would be expected to adhere to once appropriately trained
- Mentor/ coach team on Shared service processes and procedures to help deliver and improve on KPIs
- Contribute to leadership and general management of BT Managed Services.
- Direct line management and development of 8-10 technical coaches
- Designing, developing, implementing operational procedures in line with ITIL best practise
- Influencing and driving continuous improvement throughout service desk operations
- The role holder will also be accountable for contributing to a unique customer experience culture across the 1st line technical service desk by providing leadership and guidance to the technical coaches and the wide Operations teams.
- Manage, Drive and influence all operational teams under Managed Services remit and wider BT organisation (global), to ensure high quality, excellent delivery of in life contractual SLA’s & operational obligations.
- Build strong working relationships with Internal Senior Mgt (Product Line, Service Design, Operations and Control leads).
- Coach and influence teams
- Contributing to and ensuring operational readiness for support on new products and services.
- Participating in and driving strategy & transformation activities across service desk operations
Skills and Experience
- Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy, business KPIs, business cases
- Strong operational experience and in-depth knowledge of managed services operating models.
- Strong stakeholder management experience within BT and customer cliental at Senior/Middle Mgt layers
- Strong ability to lead and influence at Senior/Middle Mgt layers.
- Strong analytical skills and process orientated.
- Strong continuous improvement mind-set and experience.
- Ability to see through complexity of service design and contribute where necessary to ensure 1st class customer experiences
- Strong presenter for external and internal customer visits and training classes
- Good communication skills at all levels – Great Conversations ability to train all team members and input to CI Silver/Gold
- Excellent understanding of training and coaching techniques
- Good technical skills and/or a good working knowledge of applications used within EMS Hubs
- Enthusiasm and flexibility
- Adaptable to change and challenges of a fast moving environment
- Able to work under pressure with interest and enthusiasm in a challenging environment
- Ability to work on your own initiative
- Ideally have previous experience on an Incident Service Desk, support role, training position or customer service role in an ITIL environment.
- Experience in dealing with both internal & external customers at various levels.
- Operational background, with excellent customer facing skills.
- Ability to translate technical information into stakeholder business speak / learning and processes.
- Strong operational experience to ensure key strategic initiatives are successfully implemented, such as CI and colleague engagement, knowledge management , process documentation and coaching / learning or quality improvement.
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 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
Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.
About British Telecom
We’re the leading communications provider with customers in 180 countries. Across the world we enable customer’s digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..
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