Customer Service Coach

SME Business Service Support

Recruiter: Gunjan Chhabra

Hiring Manager: Praneej Premnath

Career Grade: F

Internal Closing Date: 9th Sep'25

Please download the JD as it wont be available post the completion of IJP closure.

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.

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.

Why this job matters

The Customer Service Coach assists in the development of customer advisors through coaching programmes and assists in delivering customer value and success to achieve the Service Goals.

What you'll be doing

1. Assists in the development and mentorship of Customer Service advocates by providing guidance specific to call/communication and workload management in order to achieve optimal performance.
Carries out one-on-one sessions with Customer Service advisors as well as call/communication monitoring to ensure quality standards, customer experience standards, and procedures are being followed.
Supports the implementation of specific Customer Service management plans, ensuring customer value realisation, retention and renewals.
Monitors Customer Service metrics, including escalations, resolutions, health indicators, and renewal dates in alignment with BT Group standards.
Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
Contributes to the shaping of resource allocation for programme, project and services shaping the customer service team's performance and influence.
Works on the continuous improvement activities to improve the customer service team processes.
Develops training plans in conjunction with Learning and Development teams to ensure customer service excellence.

The skills you'll need Active ListeningBillingBusiness Process ImprovementCommunicationComplaint ManagementContinuous ImprovementCustomer ExperienceDecision MakingEscalation ManagementFeedback ManagementGrowth MindsetInclusive LeadershipIssue ResolutionPerformance MonitoringProblem SolvingQuality AssuranceStakeholder Management 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.

Experience LevelMid Level

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