Executive Customer Resolution Team Leader
Newcastle Upon Tyne, England, United Kingdom
First Line Manager leading a team of specialist Customer Service Advisors who perform operational and/or technical processes, more likely for Business customers.At least 40-50% of time will be spent on customer ownership. Will operate in an environment where a high technical or specialist knowledge or appreciation is required and/or have non standard responses.May operate in a sensitive environment where impact is high and require a multi-skilled approach to manage suppliers and stakeholders to resolve complex issues and provide advice/insight to other teams, Deals direct with stakeholders through to resolution. For example may deal with journalists, MPs, Ombudsman or legal cases.Will ensure service level KPIs are achieved and deliver customer contracted SLA's Drives customer experiences improvements to reduce costs.Responsible for communicating and cascading strategic and commercial decisions, plans and updates.High level processes may guide actions, but judgement will be used to resolve issues in this non standard, non scripted environment.Knowledge and experience of product and service lines required and understanding of who needs to be involved to result in timely resolution of customer issues.Responsibility for consulting and involving internal and external stakeholders at peer to mid management level to deliver customer requirements.Often responsible for building and maintaining strong customer relationships at peer and mid management level.The level of management contact it is very much dependant on the customer and the services they have provided from BT.The interface would be a MD level of a single site, SME who have purchased a high grade data service. On other occasions for a multi site customer who uses an IT company as the interface with BT that contact could be at peer managerial level.Team size - PIP typically 1:8 or 1:16, but can vary due to operational requirements Short term - quarterly
