Delivery Coordinator
BT Wholesale
Europe-Spain-Madrid
hace 6 días

Delivery Coordinator(127820)

Working pattern

StandardSalary : According to Role

Closing date

Nov 8, 2019, 6 : 59 : 00 PM

Responsibilities

Deliver customer service accordingtimeline, ensuring SLA’s are achieved and client expectations are met (orexceeded)

Lead customer review meetings, providingdelivery status and taking the suitable actions to ensure commitments

Manage and resolve efficiently customerescalations.

Build and maintain long-term trustingrelationships with customers, suppliers and key stakeholders

Ensure right systems, processes andmethodologies are used to provide an effective monitoring, control and supportof service delivery.

Ensure KPIs are achieved in the salessector he / she is accountable for.

Lead effective internal communicationskeeping teams focused and motivated to achieve customer satisfaction andcommitted deadlines.

Understand the regulatory and H&Srules and be able to accomplish them

His / Her responsibility in delivery is E2E,from high level detail offers received from sales team, until provide theservice ready to the customers, included correct customer billing.

Tocontribute for accelerating BT revenues is another main activie in this rol.

Contribute to quality control through KPIstandard measurements for domestic Delivery.

Accountability for high level escalationsalong with face to face customer meetings, at a senior level in his / hercustomers area.

To lead effective internal communicationsto the Delivery, CSED and Data Entry teams, in line with the Unit’s values, toensure that the team remains focused and motivated to achieve customersatisfaction and cost based targets

To be jointly responsible for the trainingand development needs of self by developing Training and Development plan

Monitor KCI to maintain customer fullyinformed and very satisfied with BT services

To understand the regulatory, fair tradingand competition rules relating to the function and to be able to comply withthem

Telecommunications degree, able tounderstand telco technical solutions

3-5 year experience of working in ancustomer service management environment

Desirable knowledge of BT products,systems and processes.

Desirable upper-intermediate skills inEnglish.

Methodology skills deploying projectmanagement principles

Negotiation, communication andinterpersonal skills are required.

Ability to manage properly customerexpectations

Ability to work under pressure whilstmaintaining highest personal quality standards

Ability to drive successful people changeand to galvanise around common goals

A number of year’s relevant experiencewith knowledge of BT systems, processes and regulatory environment.

An appreciation of the relevant technicalissues, with an ability to understand technical solutions.

Methodology skills deploying projectmanagement principles.

Negotiation, communication andinterpersonal skills are required.

Self-motivated and results focused.

Able to solve difficult situations withcustomers and other teams for example in delayed or strategic deliveries.

Able to manage multiple tasks, multiple"customers", in a sometime stressful environment, whilst maintaininghighest personal quality standards

Ability to develop long-term trustingrelationships with customers, suppliers and key stakeholders.

Ability to drive successful people changeand to galvanise around common goals.

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