Customer Delivery Expert

Job Req ID: 35662

Posting Date: 3 Jul 2024

Function: Service

Unit: Business

Location:

Building 31, Budapest, Hungary

Salary: Competitive

Location: Budapest or Debrecen

Why this role matters

Customer Delivery Expert is a role with several responsibilities from across Service Delivery.

Customer Delivery Expert is a complex role where the CDE is responsible for one of key customers orders end to end across the globe, accountable and drive KPIs globally for the account.

CDEs are also accountable for new joiner CDP & CDE training and mentoring

CDEs will own and drive service improvement plans, address structural issues related to the customer and may be consulted during Win New Business phase.

Key Responsibilities

• Manage a limited number of orders of the supported account e2e

• Prepare, consolidate weekly report for your customer/PM/account team

• Responsible for the end to end relationship for both internal and external customers. Take accountability for service implementation and act as SPOC for customers, internal departments for delivery related questions

• Ensure all KPIs (Key Performance Indicator) are delivered against agreed targets working with organisations within BT to ensure it is achieved, maintain a high focus and drive on performance and operational jeopardy management.

• Support the CDP Team Lead in handling escalations/expedites of the supported account in line with the escalation/expedite process, provide root cause analysis outcome on failed installs to customer/account team.

• May support complex migrations, migrations prep calls to ensure positive customer experience – knowledge sharing with the team

• Complete Root Cause Analysis when necessary and contribute to Service Improvement Plan creations.

• Act as an SME towards the account and sales team and be consulted for delivery constraints that can ensure setting the right expectations and set up delivery for success.

• Responsible for customer satisfaction (Net Promoter Score, NPS) measures in relation to the provisioning stages of all orders assigned and managed on behalf of the customer

• Represent delivery community in improvement projects, product launch ORTs and UATs

• Owner of new joiner training plan. May perform new joiner and refreshment trainings for CDPs

• May represent Service Delivery organisation as an SME in knowledge calls

The skills and experience you need

• Strong experience in the field of service delivery

• Strong stakeholder management skills

• Fluent English – Polish language is an advantage

• Customer focused mind-set

• Drive for performance and results proactively

• Team player, open and co-operative

• Out of the box thinking, flexibility

• Systemic & analytical thinking

• Self-confidence and self-sufficient while working alone

• Strong communication and stakeholder management skills – both verbal and written

• Experience in managing complex processes and multiple suppliers is preferred.

• Ability to quickly oversee complex processes and products.

• Problem solving and initiating corrective actions

• Ability to analyse and respond to complex customer service requirements.

• Able to manage multiple tasks, customers and priorities in a demanding environment

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.

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.