Sales Complaints & Operations Team Leader

Sales Complaints & Operations Team Leader

Why this job matters

A right first time ethos is key to our customer experience and on occasions where this does not happen it is essential that as a business we not only rectify the issue in a timely manner for our customer but that we also preform root cause analysis to highlight areas for improvement, coaching a development. Identifying these areas and closing the loop within the business is essential to reduce complaints and the cost of failure associated with that as well as increasing customer NPS.

What you’ll be doing

• Supports sales quality and sales process excellence through tools, resources and support impacting commercial excellence and outcomes.
• Supervises the implementation of key sales tools, wider sales support tools and processes such as complaints handling.
• Monitors the end to end complaint handling, tracking and improvements from a desk based sales view through to agent profile
• Implementation of a robust root cause analysis tool that provides “at a glance” agent, centre and LOB knowledge of all lead indicators
• Monitors and assesses reporting methods and metrics across Marketing, Sales and Service organisation to measure the effectiveness of the commercial organisation.
• Supervises the implementation and assessment of effective sales processes and/or build new capabilities that add value to the business while allowing intentional variation for market differences.
• Supports sales performance improvement strategies in alignment with sales leadership expectations and business goals.
• Supports in the implementation of ways to improve working processes within the area of commercial operations.
• Supervises a team, allocating tasks, ensuring delivery on time, and providing technical support.
• Identify and report and escalate any issues that are impacting on our customers, causing complaints and impacting the overall effectiveness of our inbound sales teams. Ensuring engagement with key stakeholders.
  

The skills you’ll need

Commercial Management

Resourcing

Problem Solving

Commercial Operations

Risk Management

Commercial Acumen

Strategic Planning

KPI/Metric Monitoring

Sales Performance

Forecasting

Business Process Improvement

Technical Reporting

Project/Programme 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.

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. As Philip Jansen, our CEO, says ‘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.