TL;DR

IP Voice Subject Matter Expert: Providing expert support and seamless service delivery for IP Voice systems with an accent on timely issue resolution and customer experience improvement. Focus on optimizing end-to-end solutions, reducing waste, and ensuring high-quality outcomes through collaboration and continuous improvement.

Location: Snowhill, Birmingham, United Kingdom

Salary: £31,147

Company

BT has always been an organisation with purpose; to use the power of communications to make a better world.

What you will do

Act as a Subject Matter Expert and single point of contact for operational matters, ensuring timely and effective resolution of customer issues.
Collaborate with Technology, Product Line, and Design teams to shape and optimise end-to-end solutions.
Support testing, development, and deployment of technical solutions, including regression testing and documentation of processes and procedures.
Drive continuous improvement by identifying areas for technical enhancement, reducing waste, and improving customer experience and business performance.
Prepare and maintain user guides, training materials, and process documentation to support knowledge sharing and operational excellence.
Handle complex customer enquiries with ownership from first contact to resolution, ensuring a brilliant service experience.

Requirements

Advanced problem-solving and critical thinking: approach complex technical and operational challenges with a logical mindset.
Excellent communication and stakeholder engagement: Strong written and verbal communication skills are essential for liaising with customers, colleagues, and cross-functional teams.
Technical proficiency in IT and voice technologies: A solid understanding of IP Voice systems and IT infrastructure is key.
Ability to work independently and manage priorities: being self-motivated, organised, and capable of managing conflicting priorities is crucial to delivering high-quality outcomes.
Continuous improvement mindset: passionate about driving efficiency, reducing waste, and improving processes.

Culture & Benefits

BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%.
Equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
22 days annual leave (not including bank holidays), increasing with service.
24/7 private virtual GP appointments for UK colleagues.
World-class training and development opportunities.

Ip Voice Subject Matter Expert