Job Description

Recruiter: Luke Byrne

Career Grade: CLD

Location: Field base role covering North West of England - ideally candidate would be based in this region

About the role

This role matters because it turns complex customer problems into lasting improvements across the EE mobile network. You will investigate issues that fall outside standard operational processes, combining customer insight, network data and real-world testing to find root causes and drive action.

By working across Networks, the wider business and our partners, you will help protect customer satisfaction, network reputation and revenue, while ensuring new products and services deliver a brilliant experience in the live network.

What you’ll be doing

Resolve complex customer and service issues

• Lead investigations into complex or high-profile issues that fall outside standard operational processes.
• Combine customer insight, network data and real-world testing to identify root causes and recommend lasting improvements.
• Conduct walk and drive testing, engage directly with customers where required and evaluate tactical or permanent solutions.

Turn customer insight into improvement

• Identify recurring themes and translate individual customer issues into wider network, service or process improvements.
• Bring clear customer evidence into operational and leadership discussions, ensuring the customer impact is understood and acted upon.
• Use insight from complaints, feedback and live-network experience to identify emerging risks and opportunities.

Support network and service performance

• Support benchmarking and performance activities that help maintain EE’s position as the UK’s best mobile network.
• Test new products, services and technologies in the live network, assessing their readiness and impact on existing services and customer experience.
• Identify opportunities to improve operational processes through automation, analytics and AIOps/DDOps capabilities.

Collaborate and build capability

• Work across Networks, the wider business, managed services and external partners to remove barriers and deliver customer-focused outcomes.
• Develop and share subject-matter expertise, helping build the capability of the wider team.
• Provide constructive operational challenge and clear technical recommendations to stakeholders and decision-makers.

Essential Skills / Experience

• Strong knowledge of mobile network technologies, protocols and service flows, with the ability to troubleshoot issues across the RAN, Core and wider service.
• Strong understanding of RF principles, including power measurements, spectrum and network analysis.
• Experience using specialist test equipment and interpreting network, device and field-testing data.
• Strong analytical and problem-solving skills, with the ability to connect technical findings to customer and business impact.
• Ability to explain complex technical issues clearly and concisely to technical teams, customers and senior stakeholders.
• Strong customer and stakeholder management skills, including the confidence to manage sensitive or high-profile escalations.
• Ability to influence across organisational boundaries, challenge constructively and drive action without direct authority.
• Comfortable working through ambiguity, balancing multiple priorities and adapting to changing customer and business needs.
• Collaborative approach, with a commitment to sharing knowledge, coaching others and continuously improving how the team operates.

Desirable Skills / Experience

-A technical qualification, apprenticeship or equivalent relevant industry experience.

-Experience working in a mobile network or similarly technology-driven operational environment.

-Experience investigating complex customer, network or service issues and translating findings into practical improvements.

-Experience using data and insight to identify root causes, trends and improvement opportunities.

-Experience supporting change, continuous improvement or the introduction of new products and services.

Our Package

• 10% on target bonus
• A BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 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.
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop

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.