Site Manager/Sales Manager, Doncaster

First Line Manager - BT Sales & Retention

Are you passionate about delivering brilliant customer experiences?

People are connecting more than they ever have. Connecting with each other, and the world. It's a revolution. And with our fibre network, we're at the heart of it.

We're connecting millions to information and entertainment, to friends and family, at home or on the move. Whether they're banking on their laptop, watching movies through their YouView box, or tweeting on their smartphone, we're making it fast, safe, reliable and easy. And we're backing it up with great service.

We're proud to be the world's oldest communications company but we're coming at new markets like mobile, TV and sport with the disruptive attitude of a start-up.

Consumer Sales and Retention:

Consumer Sales and Retention handles customers on their end to end journey with BT. We are responsible for getting new customers, growing existing customers and keeping customers who want to cease their services with BT. We have a highly driven performance culture and to remain competitive make changes quickly and smoothly to service our customers in the best way possible.

We work on both inbound and outbound channels to best service our customers and putting the customer at the heart of everything we do is our number 1 priority.

What you will be doing:

Coaching - Have a full understanding of the business priorities and where team and individual performance is, then tailor coaching sessions to be personal, simple and brilliant to drive performance forward. We do not coach on numbers we coach on behaviours so the ability to understand the numbers and use that to find the behavioural shortfalls is key.
Self-Investment - We have a wide range of products at our disposal to support an improved customer experience and we expect our first line managers to not only know and understand the product but to be an expert in them all. They need to self-invest in new products, new prices etc. so they can have the right quality coaching sessions to improve performance and customer experience.
Accountability - They must be able to accept accountability for their performance and hold others around them accountable for theirs. We have a highly driven performance culture where success comes from all doing their part to deliver our Customer Care Vision. They must understand their performance is theirs and be willing to do everything they can to make it as strong as possible.
Insight Driven - They must be able to pool quality insight from reports quickly and efficiently so they know where shortfalls are and can spend time fixing them through quality people management rather than being sat behind a desk reviewing emails and reporting.
Commercial Minded - Our first line managers are there to drive engagement, performance and commercial profitability. They are responsible for ensuring their team are online when they need to be, absence and attrition is kept to a minimum by strong engagement and relationship building and when decisions arise they think and act commercially to balance the need for advisors, customers and the business.

What we are looking for:

You will be an experienced team manager, ideally with a minimum of 6 months experience at this level.
You will have proven ability to work in a high pressure fast paced environment, positively managing frequent change and have excellent communication, interpersonal and influencing skills.
A high desire for getting the best out of people, using every interaction and as a coaching and development opportunity.
You will have a passion and skill for people management and the ability to effectively differentiate performance within the team.
You will take accountability for the team's performance despite the circumstances.
You will be extremely Customer and People focused, target driven and will always go the extra mile to succeed.

What next?

If you're passionate about doing the right thing for customers and can lead, coach and inspire others to do the same, we want to hear from you.

You will to take on new challenges and flourish in a career you deserve. We will support, invest in you and provide you with a platform like no other. Join BT's future...Come and help us revolutionise things for our customers.

Customer Care Vision: Happy Customers, Brilliant experiences, Exceptional People

Salary: Competitive. Date posted: 27/06/2017