Service Excellence Professional

**Service Excellence Professional**:

- Job Req ID: 41001
- Posting Date: 29 Jan 2025
- Function: Business Services & Operations
- Unit: Finance & Business Services
- Location: Building No 14 Sector 24 & 25A, Gurugram, India
- Salary: competitive

**Why this job matters**:
The Service Delivery Professional supports service execution for multiple customer accounts, proactively managing customer needs to ensure the highest levels of customer satisfaction, and that expectations are met and surpassed.

**What you’ll be doing**:
1. Supports standards delivery, revenue growth and the maintenance of successful relationships with assigned customers by identifying and raising opportunities, within broad guidelines and policies.
2. Participates in customers monthly service review meetings, with effective service level agreements (SLAs) reporting and associated analysis.
3. Executes the review and progress assessment on continuous service improvement plans for each customer.
4. Supports the development of the operational service improvement plan through gathering of information and resources, ensuring that improvements are identified, prioritised and fixed.
5. Acts as a point of escalation for routine and non-routine problems for assigned customers, building a strong business relationship.
6. Ensures regular contact with customers to be able to promote products and services according to the needs of customers, in conjunction with the sales team.
7. Supports in the implementation of ways to improve working processes within the area of service delivery

**The skills you’ll need**:

- Communication- Issue Resolution- Continuous Improvement- Problem Solving- Service Level Agreement Management- Order Management- Risk Management- Supplier Management- Commercial Acumen- Technical Support- Business Process Improvement- Project/Programme Management- Escalation Management- Incident Management- Decision Making- Growth Mindset- Inclusive Leadership**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. ‘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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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