Why this job matters

Our business customers require fully converged services that allow them to simply communicate with their customers to be more successful than their competitors and drive revenue within their own markets. Competition in the Consumer market is fierce, with the ability to switch to competitors extremely easily. 

Service experience is a differentiator that puts us ahead of our competitors. As a Service Specialist you will be the technical product lead across multiple BT cloud products globally. As client interface you will work with some of BTs major customers as a key interface to understand and delivery their service requirements. 

What you’ll be doing

• Technical leading for named client accounts – directly supporting the named client to investigate and resolve complex voice networking and service-related issues
• Regularly interacting with the named client, including face to face, to report on service performance, to understand their needs, identify areas of improvement within BT, and champion Service Improvement initiatives
• Driving awareness of the client’s solution, issues and requirements through the wider voice team
• Enhancing BTs support capabilities by upskilling the Level 2 and Level 3 teams
• Being the technical lead resolver for the client’s complex cases, sharing knowledge to the wider team to enhance BT’s support capability
• Bridging the gap between the client, BT Product Management, Service Delivery and Service Assurance teams
• Acting as a technical ambassador for the company and providing expert technical consulting to customers at a platform and/or overall solution level
• Providing additional technical support to the Level 2 team for general voice support issues
• Supporting the Level 2 operational team by assisting with tooling and system issues, where possible, use CI methods to develop tools to ensure they are fit for purpose and adding value to our operation
• Monitoring and managing performance against team and network Key Performance Indicator’s (KPI’s) and Service Level Agreement’s (SLA’s) targets relating to all provision or incidents
• Providing technical assistance, guidance, mentoring and coaching to the Level 2 teams across Global Voice
• Leading on key project areas
• Advising on Operational requirements for key pieces of work impacting Voice operations
• Producing documentation covering tooling, process, diagnostics etc where required
• Supporting Centre Manager in operational effectiveness of service centre.

The skills you’ll need to succeed

• Expert SIP knowledge Have vast experience working with SIP(Session Initiation Protocol) Ideally having worked with Perimeta/Audiocodes or Ribbon SBC technology
• Be agile You identify opportunities to use collaborative approaches and continuous improvement. You contribute to projects as a subject matter expert or content owner.
• Issue management You conduct a deep review of data and issues to quickly reveal the root cause. You recommend short and long-term solutions to complex problems and follow through to make sure we solve them.
• Improvement focus You coach and empower teams to anticipate and analyse obstacles in work processes. You support them to develop solutions and implement ways to improve processes and make things more efficient.
• Product and service knowledge You demonstrate subject matter expertise in complex, technical infrastructure, products and services. You develop bespoke solutions to meet short, medium and long-term customer needs.
• Customer excellence You empower your team to own service outcomes, removing complexity and resolving service issues. You drive best practice, shared learning and continuous improvement to deliver exceptional end-to-end service.
   

Experience you’d be expected to have

• CCNA/CCNP or CCVP Certifcate - Desirable
• Experience in working with SIP environments
• Experience in working with SBC technology – Ribbon/Audiocodes or Perimeta - Desirable
• Ability assimilate technical information very quickly and provide rapid resolution steps - Mandatory
   

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.

• Competitive salary
• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop

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. ‘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.