Recruiter: Carla Ballinger

Hiring Manager: Sunil Talreja

Locations considered: Birmingham, Derry, London & Bristol

Why this job matters
Group Business Services (GBS) is part of BT Group that delivers diverse range of business services across the whole of BT.  Our vision is to create an organisation that is fully aligned and integrated with the customer facing units.
With over 10,000 people strong workforce, we help drive business growth, enhance profitability, optimise the cost base and provide competitive differentiation. We continue to serve BT’s customers – both external and internal - as efficiently and effectively as possible. Our customers are at the heart of everything we do. 

In Assurance Operations, we ensure Cost Revenue and Customer Services are aligned based on the required channel/brand.

•    Supports our ability to manage billing incidents and billing operations within Group Customer Billing & Assurance. 
•    Ensures reporting is delivered in line with GCB&A defined Assurance framework and quality gates, identifies risk/failures to ensure billing is kept safe, reduces the risk of customer impacting incidents and ensures the customer experience is maintained/improved 
•    Reduces risk of customer impacting incidents by providing accurate reporting to enable billing incidents to be managed and recovery activity carried out within the timelines agreed with BABT metrics. 
•    Provides support for Billing Operations with reporting to demonstrate billing accuracy and support remedial activities needed. 
•    Drives improvement in delivery of change and pro-active identification of future possible issues which impacts GCB&A for the Brand / Channel, removing risk of future incidents or regulatory non-compliance.

What you'll be doing

•    Uses industry and/or BT E2E system/product knowledge to drive operational excellence in GBA and CFU processes. 
•    Ensures all controls are operated on time/ and are right first time inline with schedule/KPIs, while managing customers/suppliers and ensuring that when incidents do arise learnings and improved practices are put in place preventing repeat incidents 
•    Key purpose of role is to carry out live testing of changes delivered to identify any issues which could impact our customers
•    To understand delivery roadmap for CFU’s and developing a roadmap of validation cases based on capacity management of resources available to prioritise business need.
•    Defining validation check and balances with scenarios to carry out for changes identified for post live validation and raising defects if any identified to understand the cause and the impact of them
•    Management of any issues identified to understand business/customer impact and to establish whether wider impact
•    Responsible for delivering operational excellence in assurance area for impacting change for the  Brand / Channel
•    Providing data reports for incident management/operations/Group Business Assurance teams to enable quick response & management of issues impacting our customers or our ability to bill our customers accurately
•    To drive improvements in the process, looking at automation and driving efficiency to increase coverage of validation

The skills & experience you'll need

•    Ability to work as part of a cross functional virtual team and deliver to timescales set
•    Ability to simplify complex issues to aid understanding and translate issues into action which deliver into the goals and targets for the Brand/Channel
•    Excellent communication and stakeholder relationship skills required to work collaboratively with Brand/Channel operational leads to resolve billing assurance issues, support cross-functional working which enhance the overall customer experience
•    Ability to support longer term billing improvements, removing risk of incidents through development of policies and practices.
•    Knowledge and understanding of how to build various validation checks and balances for execution 
•    A keen eye for attention for detail is required as you’ll be looking for errors. 
•    Financial analysis and insights
•    Product and service knowledge
•    Risk management
•    Programme / Project Management
•    Good Microsoft package skills (Excel, PowerPoint, Visio, etc.)
•    SQL & understanding of Business object

What’s in it for you? What are the benefits?
•    25 days’ annual leave, plus bank holidays, and additional days for length of service
•    10% on target bonus
•    Life Assurance
•    Pension scheme - If you pay in a minimum of 5% of your pensionable salary every month we will pay in 10%
•    50% off BT and EE mobile pay monthly or SIM only plans
•    Exclusive colleague discounts on our latest and greatest BT broadband packages
•    BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
•    30% discount for friends and family on EE mobile pay monthly and SIM only plans
•    Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks
 

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

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.