{"id":2668052,"url":"https://alion.io/job/bt-group-gmv-complex-ops-specialist-2","title":"GMV Complex Ops Specialist","company":{"id":51586,"name":"BT Group","domain":"bt.com","url":"https://alion.io/company/bt-group","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":6,"ghost_share":0,"stale_share":0.167,"repost_share":0,"time_to_fill_p50_days":9,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Budapest, Hungary"],"countries":["HU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":56000,"period":"year","method":"role_country_seniority_unknown","sample_n":12},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-22T09:28:33Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About BT\nBT 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.\nBT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.\nHaving 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.\nWe 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.\nAbout the role\nThe 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.\nThe 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.\nUnlike 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.\nWhat you will be doing (Role Accountabilities)\nOwn the operational relationship for a small portfolio of key global voice customers.\nDevelop and maintain a detailed technical understanding of each customer's voice estate and how their traffic is delivered.\nDeliver agreed service governance and ensure actions, risks and service improvements are managed through to completion.\nAct as the operational escalation point when customer service is at risk.\nCoordinate technical and operational teams during complex incidents and drive issues through to resolution.\nProactively review service performance, incidents and trends to identify risks and improvement opportunities.\nSupport customer migrations, changes and service improvements from an operational perspective.\nMaintain accurate customer technical documentation and share knowledge across the wider Customer Advocate team.\nWork within a shared Advocate model, providing cross-account support and continuity when other advocates are unavailable.\nRepresent the customer's operational priorities internally and ensure customer impact is understood during incidents and changes.\nWhat you’ll need to succeed (Skills & Experience)\nStrong customer relationship and communication skills, with confidence managing service and technical escalations.\nGood 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.\nAbility to take ownership of complex issues and drive them through to resolution.\nStrong incident and escalation management skills, particularly for business-critical services.\nAbility to manage multiple customer accounts, priorities and actions effectively.\nA proactive approach to identifying service risks, trends and improvement opportunities.\nStrong problem-solving and analytical skills to understand issues and their customer impact.\nAbility to work collaboratively across technical and operational teams to achieve the right customer outcome.\nConfidence communicating technical information clearly to both technical and non-technical audiences.\nA commitment to knowledge sharing and continuous improvement across the shared Customer Advocate team.\nBT Group’s Behaviours\nCustomer First Prioritize customer needs in every decision and action.\nChallengers Challenge the status quo and bring innovative ideas to life.\nCommitted Own outcomes and deliver with integrity.\nClear Communicate openly and simply, ensuring alignment.\nConnected Collaborate across teams to achieve shared goals.\nJoin 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.\nWe 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.\nWith 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.\nIf 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.","description_format":"text","description_chars":6280,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Telecommunications","Broadband"],"lifecycle":[{"event":"open","at":"2026-10-16T03:24:13Z"}],"visa":[],"liveness":{"score":38,"band":"fade","label":"Fading","p_open":1,"p_active":0.665,"p_room":0.578,"age_days":9,"expected_fill_days":9,"reasons":["conf:1","velocity","win:tail"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/bt-group-gmv-complex-ops-specialist-2","json_url":"https://alion.io/job/bt-group-gmv-complex-ops-specialist-2.json","meta":{"generated_at":"2026-10-22T11:04:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8727,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51586},"rest":"https://alion.io/mcp/rest/get_company?id=51586"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbt-group-gmv-complex-ops-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbt-group-gmv-complex-ops-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbt-group-gmv-complex-ops-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bt-group-gmv-complex-ops-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbt-group-gmv-complex-ops-specialist-2"}]}