Purpose of Role :
The role holder is responsible for service development / service improvement activities within a defined customer base, either nationally or on a multi-
country basis. Activities focus on improving resilience and customer service and may include revenue collection, cost, customer account revenue and customer satisfaction objectives.
The role holder capitalises on all opportunities to improve the overall customer experience and to own the overall service relationship on behalf of BT at mid to senior level within the customer business area.
Key Responsibilities :
To develop and drive change within the business via Service Development Improvement Plans.
To be proactively involved in developing, maintaining and improving professional customer relationships for a small number of strategically important customers / defined customer base, with regular face to face contact at a high level.
This includes the resolution of customer issues.
May be involved in high-level contact with medium to major sized businesses.
To have good knowledge of the customers business, systems and IT and understand the competition environment.
To build and maintain collaborative relationships with key customers and suppliers.
Builds excellent service relationships, to improve customer satisfaction in defined customer base.
To build and maintain a good working relationship with the Account Team, including working together on a pre-bid basis.
May functionally manage a virtual team of experts / specialists.
May be involved in specific credit control and credit management negotiations.
May lead / manage an operational billing team.
May involve team leadership / people management responsibilities.
Authority / Decision Making :
Develops and agrees Customer Service Plans ensuring ease of contact and escalation paths into BT.
Owns and deliver the Service Wrap.
Provides quantified quality of service action plans which detail remedial actions.
Skills / Experience :
Reasonable knowledge of products, customers IT systems and applications, which could be domestically and globally.
Must be able to manage many customers during any given day and multi-task as well.
Good relationship, problem solving and communication skills.
May also require a billing and / or financial and Credit Management background, including people management skills.