CSOC Service Operations Professional

#LI-Onsite

Why this job matters

The Customer Service Operations Centre (CSOC) is part of BT’s Technology unit and is responsible for monitoring the availability of BT’s critical IT systems. Our surveillance monitoring proactively identifies IT failures to minimize service disruption and reduce the need for customers to report issues through the service desk.

We use collaborative incident management processes to respond to IT incidents, aiming to minimize service disruption and maximize trading availability for our customers. Stakeholder communications keep the business informed of progress towards resolution and help guide business decisions.

We are looking for 2 * CSOC Shift Service Operations Professionals to join our team. You will be responsible for 24/7 proactive monitoring of BT’s critical IT applications that support trading for BT and its CFUs.

Join Our Team! Enjoy a balanced work-life schedule with our shift pattern: 4 days on (two 12 hr days / two 12 hr nights) followed by 4 days off on a continuous cycle.

What you’ll be doing

• End to End Major Incident Management from detection to resolution. Supporting multiple CFUs (Customer Facing Units).
• Synthetic monitoring and testing of customer and user journeys to detect, triage and prevent major service impact to internal and external customers and stakeholders.
• Continuous Improvement to drive a culture of customer focused initiatives.
• Liaise with Service Management and Service Enablement to assist with delivery, maintenance and support of Applications, Products and Services.
• Effective triage and articulation of impact, written in a professional manner to CFU stakeholders.
• Possess and develop a product and service knowledge for the relevant CFUs.
• Development of team skills to support and delegate responsibilities to ensure the focus is always on the customer and service.
• Development of professional skills to continuously improve yourself and your peers.
• Strive to achieve KPIs and Targets set by the CSOC Service Operations leadership team.

What you'll bring

MANDATORY

• Excellent written and verbal Communication Skills.
• Strong problem-solving skills.
• Internal and external cross team collaboration.
• Ability to understand Technical / IT terminology.

PREFERRED

• ITIL Foundation qualification.
• Experience of senior stakeholder management.
• Experience of managing IT or Network Enterprise solutions.
• In depth knowledge of platform technologies.
• Knowledge of BT customer markets.
• Understanding of regulatory commitments, quality processes and financial governance.
• Business Improvement skills including Continuous Improvement, Lean and Six Sigma.
• Familiarity with Incident recovery & problem management process, & improvement initiatives.
• CI Methodologies & Ways of Working.
• Confident decision maker.

What's in it for you

• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• Life Assurance Cover
• Exclusive colleague discounts on our latest and greatest BT broadband packages, BT TV with TNT Sports and NOW Entertainment 
• From January 2025, 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.
• 25 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes
   

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled.  As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. 
 
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband.  Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. 
 
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come.  This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.  
 
Change on the scale we will all experience in the coming years is unprecedented.  BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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.