Senior Sales Operations Manager

Job Req ID: 10426

Posting Date: 13-Feb-2023

Function: Business Operations

Location: Deansgate, Manchester, United Kingdom

Salary: Competitive with great benefits

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.

Summary:

Small and Medium Enterprises (SME) is a key sales channel for BT, and an exciting segment in Enterprise, putting focus on small and medium business customers.
Small and Medium Enterprises (SME) is a key sales channel for BT, and an exciting segment in Enterprise, putting focus on small and medium business customers.
Our purpose in SME is to be the engine for growth for UK small businesses, ensuring they have brilliant solutions to help their businesses thrive.
In a highly competitive market, Sales Operation and Support Manager is responsible for providing sales operational support for the SME Sales teams including sales resource, demand planning, order processing, order management, systems and tooling, and customer complaints handling.

The Sales Operations and Support Senior Manager will lead teams involved with providing sales operations across all of the SME channels.

Role and Responsibilties:

Manage and prioritise fast changing needs of the sales channels

Identify, quickly and accurately, when an issue is customer impacting and ensure that professional and timely resolution takes place in line with defined procedures.

Ensure accurate and right first time Sales Order processing as an essential part of putting our customers first and delivering the best possible service.

Drive a slick and efficient sales order management and assurance process– ensuring orders are processed quickly and efficiently.

Set up and manage access to sales systems and tools to enable sales to sell

Provide sales with daily/weekly/monthly reporting relevant to the activities undertaken in the team

Provide appropriate RCA reporting of issues effectively and appropriately in accordance with defined processes and procedures.

Support sales with demand planning.

Setting up and managing a complaints procedure

Demonstrate excellence and compliance in the use of the relevant systems, software applications, fault reporting, telephony and all other BT office automation systems.

Ensure that external and internal customer details and requirements are met at all times.

Provide specific information when requested to support the business in its strategic aims.

Take ownership of your own performance and development plans in order to meet your objectives and continually improve performance and efficiency.

Skills and Experience:

Operational experience within sales/ commercial/ customer service environments

Leadership – ideally managed teams that work/ support cross multiple work streams

Excellent understanding of customer service and complaints procedures, solutions to reduce escalations

Highly effective, motivational, communication and influencing skills

Ability to lead through change

Sound analytical skills and ability to maintain detailed focus on operational metrics

Ability to define and deliver continuous improvement initiatives

Multi-workflow management and resource planning

Hands on, customer centric and client facing approach

Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..

BT

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Senior Sales Operations Manager