Service Analyst - ESN

BT Group; Manchester; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading telecommunications provider in Manchester is seeking an ESN Service Analyst responsible for investigating emergency services issues that directly impact service. This role requires collaboration with emergency service customers and the ability to manage stakeholders at various levels. Ideal candidates will have strong problem-solving skills, data analysis abilities, and proficiency in Microsoft Excel. An attractive salary and competitive benefits are part of the offer.

Benefits

10% on target annual bonus

BT Pension scheme with contributions

X4 Salary Life Assurance

Flexible benefits including Cycle to Work

25 days annual leave

Enhanced women's health support

24/7 virtual GP appointments

World-class training and development

Discounted broadband, mobile and TV package

Qualifications

• Proficiency in Microsoft Excel at a technical level, including VLOOKUPs, pivot tables, and macros is required.
• A proven track record of implementing business improvements from concept to delivery is essential.
• Stakeholder management skills are important, including managing stakeholders up to director level.

Responsibilities

• Minimise service credit impacts.
• Compile service management reports.
• Analysis of service and performance data.
• Identification & implementation of improvement opportunities.
• Maintain data feeds and identify new sources as required.
• Action service issues through BT Tech virtual teams and create a service improvement plan.
• Analyse insights from Customer Engagement team and make recommendations to improve customer experience.
• Business/process improvement activities.

Skills

Problem Solving

Customer Experience

Data Analysis

Technical Reporting

Business Process Improvement

Tools

Microsoft Excel

Job description

As a ESN Service Analyst, you will be responsible for investigating 3 Emergency Services issues that will have direct impact on their service. You will work closely with all 3 Emergency Services customers (300-400k), across BT Technology and BT's supply chain as well as other ESN suppliers to deliver the best possible service. You'll directly influence the risk of service penalties of £2M per month. You will be required to undergo National Security Vetting to SC or NPPV level.What you'll be doing

Responsibilities

• Minimise service credit impacts.
• Compile service management reports.
• Analysis of service and performance data.
• Identification & implementation of improvement opportunities.
• Maintain data feeds and identify new sources as required.
• Action service issues through BT Tech virtual teams and create a service improvement plan.
• Analyse insights from Customer Engagment team and make recommendations to improve our customer experience and drive improved NPS.
• Business / process improvement activities.
• Proficiency in Microsoft Excel at a technical level, including VLOOKUPs, pivot tables, and macros, is required.
• A proven track record of implementing business improvements from concept to delivery is essential.
• Stakeholder management skills are important, including managing stakeholders up to director level.
• Business improvement knowledge.

Skills & Qualifications

• Problem Solving
• Customer Experience
• Data Analysis
• Technical Reporting
• Business Process Improvement

About BT

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally. We are a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

At BT, we entertain, educate, and empower millions of people every single day. We're a brand built on connecting people - whether that's friends, family, businesses, or communities. Working here, you'll receive an attractive salary and a range of competitive benefits, but - more than that - you'll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

Benefits

• 10% on target annual bonus
• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
• X4 Salary Life Assurance
• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
• 25 days annual leave (not including bank holidays), increasing with service
• 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.
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks paid carer's leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes
• Discounted broadband, mobile and TV package
• Access to 100's of retail discounts including the BT shop