The Role

It’s an exciting time to join our Digital Enablement team, as we work to consolidate the systems, processes and data for our digital needs. You will deliver timely, high-quality support to our clients and colleagues across Europe. You will also support the successful running of digital deliveries, either virtual or face-to-face, managing the technology used in our workshops. This means, when consultants are facilitating, you will support them by managing the platforms’ functionality to ensure smooth execution.

You will become proficient in BTS digital products and platforms and use this knowledge to support and guide others. You will need to be confident in managing technology, good at troubleshooting and display an aura of calmness when solving issues. We will train and support you in becoming proficient in all platforms, and an expert in some.

There is also an aspect of advising the consulting team on the best method of deploying our digital solutions based on their need, so you will need to manage internal stakeholders as well as external stakeholders. There is also opportunity for some travelling to support face-to-face workshops.

Can do, willingness to learn, and a digitally oriented mindset are key. You will be part of both our small and nimble digital enablement team, and our welcoming and diverse operations function. A fun team dynamic and attitude to work is part of what keeps us at our best and delivering the highest service and results to our clients.

Hours are generally between 9.00am to 5.30pm (UK) Monday to Friday, but some flexibility is required due to global projects and travel when supporting face to face sessions.

Responsibilities

1. Support consultants in the delivery of digital sessions, either virtually or face-to-face, by managing the technology/platforms used during the workshops. This will involve, but not be limited to:
   • Acting as Digital Operator and manage the conference platform – Zoom, MS Teams, WebEx, etc – managing breakout rooms, polls, first point of contact for participants and facilitators in the event of technical issues
   • Managing face-to-face workshop logistics such as IT equipment – ordering iPads, server clarification, potential integration to AV systems. Preparing and testing any tech needed for sessions.
   • Supporting the ramp up/training of Operators across the different platforms for the European region
   • Contributing to the maintenance and improvement of the Operator library and delivery collateral for the team
   • Co-managing local servers – ensuring they are updated, maintained, tested, etc
2. Digital Helpdesk.
   • Responding to participant queries (tickets) across our digital systems. Owning the communication around, and resolution of participant queries end to end. Ensuring we are meeting expected client SLAs for first response and resolution.
   • Generating collated FAQs and best practice as a result of exposure to common queries and issues
   • Escalating and managing the resolution of technical bugs
   • Building and maintaining relationships with our wider digital infrastructure to share information about quality issues or improvements with a view to continuous improvement.
   • Using those relationships to ensure that you are well embedded and able to get answers and follow up on behalf of others.
3. Digital Support for internal teams.
   • Supporting your BTS colleagues with well thought out information and resources relating to using our digital products.
   • Assisting with user management and platform / product access as needed
   • Being a key player in ensuring the Helpdesk team is a “one stop shop” for colleagues with any kind of digital query.
4. Journey Success Management. You will be trained on our platforms in order to support teams with
   • Uploading and launching new programmes via our in-house digital systems
   • User and access management on our digital learning journeys.
   • Monitoring and promoting participant engagement.
   • Data reporting for our consultants and clients from our platforms
   • Updating online programs
   • Pre-pilot, and Post- release testing

Who we are looking for:

• An individual with customer service experience looking for their first role in Digital projects and deployment
• Able to demonstrate excellent customer service at all times
• Independent, a quick learner and comfortable taking on responsibility and testing new solutions and systems
• Digitally savvy, un-phased by learning new systems and keeping up with a fast pace of incremental improvements and releases
• Organised, analytical and capable of working on multiple projects simultaneously, with exceptional attention to detail
• Highly pro-active; always a step ahead and on top of tasks at hand whilst keeping an eye on the long-term goals of a project
• Logical, methodical and process-oriented, and able to describe processes in an step by step, accessible way to others
• Strong communication, able to relay instructions and decisions clearly both verbally and in writing
• A flexible attitude, un-phased by unexpected change and ambiguity
• Experience in using Microsoft Office Suite is required (Outlook, Excel, Word & PowerPoint.)
• Experience using virtual meeting platforms (such as Zoom or Microsoft Teams)
• A professional individual with a good sense of fun