Customer Service Re-organisation
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BT Wholesale strategic priorities remain unchanged and we
have a big role to play in delivering this strategy
Service providers’ no. 1 partner for network products and managed services in the UK
Transform the
portfolio
• IP services
• IT services
• Mobile services
• IDD systems
Increase
sell-through
volumes
• Resellers
• Network integrators
• MNOs’ fixed portfolio
• WLMS / bundling
Increase sell-to
network scale
• Best MNO backhaul
• Ethernet footprint
• Win back LLU
• Partner for non-UK
telcos in the UK
Transform
customer experience
• Proactive
• Standardisation
• Quality interventions
• Self-service, single
point of contact
Cost transformation
Zero-touch operations, faultless delivery, lower input costs, less SG&A
Commercial management
Contract management, margin management, planning & governance
High-performing team
Resource planning, organisation design, skills development
2
Why change?
Where we are
3
Where we need to be
We deliver a good level of service but it
doesn’t warrant the premium we charge
our customers
The service we offer, differentiates
us from the competition and
enables growth across BTW
New units joining the team - MSD, BT
MSL, Data L2C & T2R - doubling our
size and broadening our service focus
Clear service operating model, better
We have good people but the way we
are organised (in silos) and the vast
range of tools create issues for our
customers
Remove the silos and
standardise systems and
working approaches
Our people feel they can offer to BT
Wholesale
Multi-skilled teams to allow us to
for our customers and for our
teams
flex to meet peaks in demand
We’re making some changes to the Customer Service
organisation ...
Lisa Harrington
Managing Director, Customer
Service
James
Mycroft
Mike
Cook
Director,
Volume
Customer
Operations
Director,
Complex
Customer
Operations
Susan McLaren
Phil Pinkham
Head of HR
Internal Comms
Anna
Matty
Maternity
Leave
TBC
Director,
Transformation
Neel
Chandarana
Head of Finance
TBC
Director,
Acceptance
into Service &
Planning
Bill Chesworth
Director Service
Management
In addition, BT MSL will move from Customer Service to Managed Network Services
under Lakh Jemmett on 1st April
4
Customer Service
BT Wholesale
BT TSO
What’s happening to our team?
Mike Cook
Richard
Cushnie
Richard
Foxall
Maggie
Marshall
Lesley
Meredith
Paul
Wilson
Rodney
Akkerman
Michael
Piggott
Olwen
Hill
Michael
Bourne
Kelly
Grellier
Jon
Matthews
Anthony
Stephens
James
Wadley
BT MSL
•
•
People will “lift & shift” into new directorates for 1st April
Directors will work with their DRs on the structure and mapping of the people in their directorate
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
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•
5
Will start immediately for Volume & Complex Customer Operations
Will begin once Directors of Transformation and AIS&P in post (target date : 1st April)
In a small number of cases where there are “multiple people to post” this will involve a selection process
In addition, BT MSL will move from Customer Service to Managed Network Services under Lakh
Jemmett on 1st April
To Managed Network
Services
To Acceptance into Service
& Planning directorate
To Transformation
directorate
What’s happening to our team?
Mike Cook
Director, Complex Customer Operations
Richard
Foxall
Richard
Cushnie
Maggie
Marshall
Anthony
Stephens
Olwen
Hill
Rodney
Akkerman
Lesley
Meredith
Director AIS&P
Nicola
Alderson
Andrew
Gibbons
Patrick
Fuller
Gavin
Parrott
Ingrid
Reddaway
Richard
Hilton
Paul
Wilson
Ketan
Patel
Director of
Transformation
Deborah
Affleck
6
Simon
Cunniffe
Priya
Hunt
Brian
Sullivan
Andrew
Ball
Kevin
Wright
Maggie
Davidson
Darrin
Price
Kelly
Grellier
What’s happening to our team?
Lakh Jemmett
MD, Managed Network Services
Debbie
Blundell
Alistair
Burt
Ian
Fairall
Mike
Gregson
7
Alex
Cocking
Andrew
Whale
Harvey
Deaton
Robin
Parkin
Matthew
Neale
Nilesh
Kothari
Michael
Piggott
Amanda
Elphick
Michael
Bourne
Ashley
Hannah
Jon
Matthews
Alun
Evans
James
Wadley
&
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