GMV Complex Ops Specialist

Job description

About BT BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive. Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best. We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies. About the role The Customer Advocate provides operational ownership for a small portfolio of key global voice customers as part of a shared Customer Advocate model. Each advocate develops a strong understanding of their customers' voice estate, traffic flows, service configuration and operational dependencies, while working closely with the wider team to share knowledge and provide continuity of support. The role owns service governance, operational performance and technical escalations, acting as the link between the customer and our technical teams. When service is at risk, the Customer Advocate coordinates the response and provides clear ownership through to resolution. Unlike traditional account management or service desk functions, the role brings together customer relationship ownership and technical understanding. The shared model provides customers with clear accountability while also giving them access to the knowledge, experience and resilience of the wider Customer Advocate team. What you will be doing (Role Accountabilities) • Own the operational relationship for a small portfolio of key global voice customers. • Develop and maintain a detailed technical understanding of each customer's voice estate and how their traffic is delivered. • Deliver agreed service governance and ensure actions, risks and service improvements are managed through to completion. • Act as the operational escalation point when customer service is at risk. • Coordinate technical and operational teams during complex incidents and drive issues through to resolution. • Proactively review service performance, incidents and trends to identify risks and improvement opportunities. • Support customer migrations, changes and service improvements from an operational perspective. • Maintain accurate customer technical documentation and share knowledge across the wider Customer Advocate team. • Work within a shared Advocate model, providing cross-account support and continuity when other advocates are unavailable. • Represent the customer's operational priorities internally and ensure customer impact is understood during incidents and changes. What you’ll need to succeed (Skills & Experience) • Strong customer relationship and communication skills, with confidence managing service and technical escalations. • Good understanding of Global Managed Voice services and customer call setups, including SIP, GSIP, ICG, PSTN, call routing, numbering, Webex, Genesys, Five9, CCaaS/CaaS and other cloud contact centre solutions. • Ability to take ownership of complex issues and drive them through to resolution. • Strong incident and escalation management skills, particularly for business-critical services. • Ability to manage multiple customer accounts, priorities and actions effectively. • A proactive approach to identifying service risks, trends and improvement opportunities. • Strong problem-solving and analytical skills to understand issues and their customer impact. • Ability to work collaboratively across technical and operational teams to achieve the right customer outcome. • Confidence communicating technical information clearly to both technical and non-technical audiences. • A commitment to knowledge sharing and continuous improvement across the shared Customer Advocate team. BT Group’s Behaviours Customer First Prioritize customer needs in every decision and action. Challengers Challenge the status quo and bring innovative ideas to life. Committed Own outcomes and deliver with integrity. Clear Communicate openly and simply, ensuring alignment. Connected Collaborate across teams to achieve shared goals. Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention. We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market. With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with. If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.