Location:
PLOT NO II F/1, BLOCK II F, RA, Kolkata, India
Salary: within range
Why this job matters
The Service Management Advisor assists in the delivery of customers services, ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirements.
What you’ll be doing
1. Assists in the service delivery activities to ensure milestones and dates are achieved against agreed time quality and cost objectives.
2. Contributes to activties in operations working with individuals who are a key customer contact point, ensuring an effective end-to-end service relationship during service lifecycles.
3. Collates information and recommendations in order to support service review meetings and joint escalation calls with suppliers and support groups.
4. Supports the implementation of resolution plans for incidents and problems according to pre-specified SLAs (service level agreement).
5. Assists in measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers’ orders.
6. Gathers and presents data and insights regarding the performance of different suppliers and support groups, and adherence to the contract.
7. Assists with performance evaluation and reporting processes, and the identification of customer ticket trends in order to understand the customer’s pain points, supporting in the delivery of actions to improve customer satisfaction.
8. Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
9. Contributes to processes aligned with the group including change management, service governance and assurance, risk and data management.
The skills you’ll need
Customer Success
Complaint Management
IT Service Delivery
Issue Resolution
Problem Solving
Customer Experience
Quality
Commercial Acumen
Data Analysis
Feedback Management
Data Management
Technical Support
Technical Reporting
Business Process Improvement
Issue Escalation
Our leadership standards
Looking in:
Leading inclusively
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. As Philip Jansen, our CEO, says ‘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.
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