Operations Manager

BT Local Business; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Bonus/ commission

BT Academy access

Regular 1-to-1s

Job summary

BT Local Business – London West & South is expanding its Operations function and is looking to bring in multiple Operations Managers to support a growing, high-performing sales organisation, with salary dependent on experience.

This is a hands-on operations role supporting sales, customers and leadership by owning order governance, post-sales activity, reconciliation and reporting. You’ll play a key role in protecting revenue, improving processes, and keeping sales teams focused on selling.

Qualifications

• 3+ years’ experience in operations, telecoms; BT/BTL B experience desirable.
• Strong understanding of order entry, provisioning, billing, commissions and escalation processes.
• Experience managing escalations and complex cases.
• Calm, solutions-focused mindset under pressure, and trusted with sensitive information.
• Highly organised, detail-driven and comfortable managing competing priorities.

Responsibilities

• Check and process sales orders accurately and in compliance with wider business rules.
• Monitor orders to ensure accurate reporting and service delivery.
• Manage customer and service enquiries, escalating to relevant BT teams where needed.
• Keep customers and internal teams informed of progress on issues and orders.
• Monitor order estate daily, feeding back to sales and management where required.
• Maintain high standards of customer and data accuracy.
• Project-manage orders to reduce delays and cancellations.
• Support with reconciliation, reporting and revenue assurance activities.
• Provide operational support to sales, management and the wider team.
• Escalate issues clearly and appropriately across BT systems and teams.
• Contribute to process improvement and best operational practices.

Skills

Order governance

Revenue assurance

Sales support

Data reporting

Stakeholder management

Problem solving

Organisational skills

Tools

BT systems

CRM systems

Data analytics tools

Job description

About The Company

At BT Local Business London West & South, part of BT's Business division, we provide tailored support to BT's SME customers in the most sought-after London areas. Our team has extensive experience in BT's products and services to help transform businesses. We focus on adapting to the changing business landscape and provide tailored BT solutions including mobile, cloud and networking services.

About The Role

Operations Manager

BT Local Business – London West & South

We’re expanding our Operations function and are looking to bring in multiple Operations Managers to support a growing, high-performing sales organisation, with salary dependent on experience.

The Role

This is a hands-on operations role supporting sales, customers and leadership by owning order governance, post-sales activity, reconciliation and reporting.

You’ll play a key role in protecting revenue, improving processes, and keeping sales teams focused on selling.

Suitable for candidates with 3+ years’ experience in operations, telecoms, BT / BTLB experience is highly desirable.

Why Join Us

• Be part of a growing Operations function with real visibility and influence
• Work closely with senior leadership and have a genuine impact on how the business runs
• Join a team that values structure, clarity and continuous improvement
• Opportunity to grow your role as the business scales
• Exposure to complex, interesting operational challenges (not repetitive admin)

What You’ll Be Doing

Order Governance & Accuracy

• Check and process sales orders accurately and in compliance with wider business rules
• Monitor orders to ensure accurate reporting and service delivery

Customer & Post-Sales Support

• Manage customer and service enquiries, escalating to relevant BT teams where needed
• Keep customers and internal teams informed of progress on issues and orders

Lead-to-Cash & Reporting

• Monitor order estate daily, feeding back to sales and management where required
• Maintain high standards of customer and data accuracy
• Project-manage orders to reduce delays and cancellations
• Support with reconciliation, reporting and revenue assurance activities

Team & Stakeholder Support

• Provide operational support to sales, management and the wider team
• Escalate issues clearly and appropriately across BT systems and teams
• Contribute to process improvement and best operational practices

You’ll Bring

• Previous experience in BT, BTLB or a similar telecoms / complex order environment
• Strong understanding of order entry, provisioning, billing, commissions and escalation processes
• Experience managing escalations and complex cases
• Ability to spot patterns, improve process and reduce repeat issues
• A calm, solutions-focused mindset under pressure, and trusted with sensitive information
• Highly organised, detail-driven and comfortable managing competing priorities

Training & Development

• Full product, system and process training provided via BTLB and BT
• Access to BTLB Academy and ongoing development
• Support through regular 1-to-1s

What We Value

This role sits at the heart of the business and requires discretion, accountability and ownership.

You’ll be trusted with sensitive commercial information and expected to operate calmly and professionally in a high-pressure environment.

We value integrity, clarity of thinking and people who take pride in delivering work to high standard.

Package

• Competitive salary based on experience
• Bonus/ commission in line with business performance