Service Operation Associate Trainee
BT Group
Date: 3 weeks ago
City: Kolkāta, West Bengal
Contract type: Full time
Why this job matters
The Engineering Enablement Advisor 2 supports the delivery of excellence in customer service through the tactical delivery of issue resolution in parallel assists activities and programs that enhance the organisation’s customer facing engineering capabilities.
What You’ll Be Doing
1 - Supports the delivery of continuous assessments across a specified area of the organisation's field engineering capabilities, identifying critical gaps and delivering the design of future required engineering states.
2 - Supports the deployment of tools that enable engineering teams to continue building and innovating.
3 - Participates in the timely resolution of critical customer escalations contributing to high standards of customer delivery.
Troubleshooting
Customer Service
Service Delivery
Escalation Management
Health & Safety
Issue Resolution
Continuous Improvement
Commercial Acumen
Data Analysis
KPI/Metric Monitoring
Technical Support
Decision Making
Incident Management
Growth Mindset
Quality Assurance
Process Design
Inclusive Leadership
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.
The Engineering Enablement Advisor 2 supports the delivery of excellence in customer service through the tactical delivery of issue resolution in parallel assists activities and programs that enhance the organisation’s customer facing engineering capabilities.
What You’ll Be Doing
1 - Supports the delivery of continuous assessments across a specified area of the organisation's field engineering capabilities, identifying critical gaps and delivering the design of future required engineering states.
2 - Supports the deployment of tools that enable engineering teams to continue building and innovating.
3 - Participates in the timely resolution of critical customer escalations contributing to high standards of customer delivery.
- Undertakes the implementation of efficiency savings and delivers on targets for performance in output and quality to ensure an environment of continuous improvement is instilled in the team.
- Undertakes the designing and planning of tactical project plans across product / service groupings to meet time, cost and quality targets.
- Follows roadmaps for engineering capability, maturity, health and status updates ensuring the function's vision aligns with group strategy.
- Executes and delivers within standardised procedures in order to achieve objectives and the vision of the engineering enablement.
Troubleshooting
Customer Service
Service Delivery
Escalation Management
Health & Safety
Issue Resolution
Continuous Improvement
Commercial Acumen
Data Analysis
KPI/Metric Monitoring
Technical Support
Decision Making
Incident Management
Growth Mindset
Quality Assurance
Process Design
Inclusive Leadership
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.
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