Service Reliability Trainee

**Recruiter: Shalini Singh**

**Hiring Manager: Sidhartha Gupta**

**Career Grade: F**

**Internal Closing Date: NA**

**Why this job matters**
- The Engineering Enablement Advisor supports the delivery of excellence in customer service through the tactical delivery of issue resolution in parallel assists activities and programs that enhance the organisation's customer facing engineering capabilities.**What you’ll be doing**
- 1. Supports the delivery of continuous assessments across a specified area of the organisation's field engineering capabilities, identifying critical gaps and delivering the design of future required engineering states.
- 2. Supports the deployment of tools that enable engineering teams to continue building and innovating.
- 3. Participates in the timely resolution of critical customer escalations contributing to high standards of customer delivery.
- 4. Undertakes the implementation of efficiency savings and delivers on targets for performance in output and quality to ensure an environment of continuous improvement is instilled in the team.
- 5. Undertakes the designing and planning of tactical project plans across product / service groupings to meet time, cost and quality targets.
- 6. Follows roadmaps for engineering capability, maturity, health and status updates ensuring the function's vision aligns with group strategy.
- 7. Executes and delivers within standardised procedures in order to achieve objectives and the vision of the engineering enablement.**The skills you’ll need**
- Troubleshooting- Customer Service- Service Delivery- Process Standardisation- Escalation Management- Health & Safety- Issue Resolution- Continuous Improvement- Quality- Commercial Acumen- Data Analysis- KPI/Metric Monitoring- Technical Support- Incident Management**Our leadership standards**

**Looking in**:
**Leading inclusively**
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.With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.