Service Front Door Professional
Req ID: 57991
Posting Start Date: 29/04/2026
Job Function: Service
Division: UK Business
Job Location: GBR Belfast - Riverside Tower, GBR Dundee Greenmarket, GBR Leeds - 1 Sovereign Street, GBR‑London‑BTHQ One Braham, GBR‑Manchester‑New Bailey
Advertised Salary: Competitive Salary + Great Benefits
Location: Belfast, London, Manchester, Leeds or Dundee
About The Role
As a Service Front Door Professional, you’ll play a key role in shaping how work enters the business, driving consistency, transparency, and better outcomes across the organisation. This is an opportunity to influence end‑to‑end processes, collaborate with senior stakeholders, and help simplify how we deliver for our customers. You’ll act as a subject‑matter expert and central point of entry (“Front Door”) for resource demand, bringing a deep understanding of the current front door process and a passion for continuous improvement. Working closely with key stakeholders, including operational teams, across the business, you’ll play a key role in improving how work flows into the organisation.
What You’ll Be Doing
- Drive and maintain quality of all front door requests to ensure the request is within budget and agreed timescales and all details required to recruit the correct role, grade, volume, and location are provided.
- Ensure appropriate checks and balances exist within the process to enable KPIs to be achieved and requests delivered in a timely and efficient manner.
- Maintain up‑to‑date contract matrices and relationships with all Service teams to ensure professional and timely resourcing delivery.
- Act as an ambassador for the professional Service organisation in handling all resource requests and role‑model the standards of service our functional teams deliver to external customers.
- Demonstrate to account teams and product line that Service is straightforward and professional to do business with.
- Deliver continuous improvement in the front door process to keep the effort needed by requestors and operational teams to a minimum when assessing their functional resourcing needs.
- Embrace automation and innovative solutions to deliver a best‑in‑class front door process.
- Act as a decision maker on resource requests received via the front door, utilising budgetary detail provided by the Service finance business partner team.
Essential Skills / Experience
- Knowledgeable in resource planning methodology and the associated commercial drivers.
- Proven data management and analysis skills; ability to spot trends, react appropriately, and ensure resources are deployed in the right places at the right times.
- Knowledgeable in business strategy and the drivers of service performance.
- Ability to synthesize complex business drivers into a compelling service resource plan.
- Excellent stakeholder engagement skills with the ability to gain buy‑in to complex resource plans.
- Excellent communication skills with experience of working effectively with planning and operational leads, finance, and HR at senior levels.
Desirable Skills / Experience
- Exposure to working across a large multidisciplinary organisation.
- Financial and commercial acumen.
- Prior understanding of BT’s Service organisation, market units, contract management processes, product lines, and resource request processes (beneficial but not essential).
Our Package
- 10% on‑target annual bonus
- Access to an online private GP 24/7 for you and your immediate family
- Market‑leading paid carers leave with up to 2 weeks off
- Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
- Discounted EE and BT products, including mobile and broadband
- Market‑leading pension scheme – 5% from you and 10% from us
- Holiday purchase scheme
- You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready
Flexible Working
This role offers a 3‑together, 2‑wherever working model. You are required to be at your contractual location 3 days a week with 2 flexible days per week.
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