Jobs for People with MS: National MS Society

Service Request Coordinator Defence

Job Req ID: 33150

Posting Date: 18 Jun 2024

Function: Business Services & Operations

Unit: Business

Location:

Assembly, Bristol, United Kingdom

Salary: Competitive Salary + Benefits

Recruiter: Krystle James

Hiring Manager: Jarred Sims

Career Grade: TM2

Internal Closing Date: 01/07/24

Why this job matters

The role holder will be responsible for the end to end delivery of complex service requests enabling the successful delivery of secure national infrastructure for our Defence contract.

Working collaboratively across teams to ensure the successful fulfilment of orders, delivered within agreed timeframes, and achieving our customer’s expectation of service excellence.

To flag up risk at the appropriate point and own escalations through to resolution.

There is an expectation to keep in contact with the customer to provide information and updates on Service Request status and contribute to contract performance and revenue, whilst achieving customer satisfaction. Our delivery is enhanced through business improvement using the Continuous Improvement methodology, and active participation is crucial to this role.

This role can be based in Bristol . Onsite office based with an opportunity for Hybrid working in the near future. Mon-Fri 9am-5pm or 8am-4pm . Must be UK resident for 5+ years in order to obtain SC clearance.

What you'll be doing

• Accountable for timely end to end delivery of Customer Service Requests according to contract specific T&Cs.

• Managing pre-defined, complex, and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines.

• Keeping customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports, to ensure a high level of customer satisfaction.

• Performing proactive jeopardy management and escalations to ensure adherence to customer SLA.

• Identifying customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary.

Essential Skills

1. Good IT literacy skills (MS Office) - You're able to manipulate data, prepare documents and presentations

2. Excellent communication skills

3. Prioritisation of complex workloads, dealing with multiple complex orders

4. Ability to work both independently & collaboratively with internal / external customers

5. The successful candidate must be willing to undergo Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years

What we'd like to see on your CV

• Ability to assign tasks to relevant fulfilment teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks.

• Continuously improve contract specific processes to increase customer satisfaction and profitability.

• Working to agreed operational performance measures, whilst maintaining the appropriate level of product, network & system knowledge for the role.

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• Competitive salary

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%

• 23 days annual leave (not including bank holidays), increasing with service

• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan

• World-class training and development opportunities

• Option to join BT Shares Saving schemes.

• Discounted broadband, mobile and TV packages

• Access to 100’s of retail discounts including the BT shop

#LI-Onsite

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.