Overview
IP Voice 999 Data Subject Matter Expert (Snowhill, Birmingham, United Kingdom)
Job Title: IP Voice 999 Data SME
Location: Birmingham
Join BT as a IP Voice 999 Data Subject Matter Expert (SME)
We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers – those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.
Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.
Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.
Why This Job Matters and What You’ll Do:
As an IP Voice 999 Data Subject Matter Expert, you will play a key role in ensuring the accuracy of the 999 database and resolving discrepancies on behalf of our customers and internal stakeholders. You’ll act as a central point of contact, supporting both operational and product teams while maintaining the highest standards of data integrity.
In this role, you’ll manage end-to-end order journeys, proactively resolve issues, and maintain accurate customer records. You will work closely with customers/resellers, operational teams, and 999 Data teams to ensure the smooth and timely implementation of 999 records following number porting requests.
Strong communication skills, problem-solving ability, and attention to detail are essential. You’ll validate information, resolve discrepancies directly with customers and resellers, and use your knowledge of the Wholesale Voice portfolio to deliver positive customer outcomes and have the ability to offer temporary solutions where required.
Key Responsibilities:
- Act as the main contact for operational queries and ensure timely resolution of customer issues.
- Manage and maintain the accuracy of location and address data in the 999 emergency database.
- Coordinate and respond to regulatory requests (e.g., Ofcom S135 notices) with accurate data and reports.
- Collaborate with internal and external stakeholders to ensure the reliability of emergency information.
- Drive continuous improvement by identifying technical solutions to enhance customer experience and reduce costs.
- Prepare and maintain process documents, user guides, and participate in training delivery.
Skills Needed:
- Strong critical thinking and problem-solving abilities.
- Excellent written and verbal communication across all organisational levels.
- Ability to work independently, manage competing priorities, and perform unsupervised.
- Solid stakeholder management skills and a customer-focused mindset.
- Good knowledge of IT technologies and experience with testing and implementing technical solutions.
- Commitment to personal development, coaching others, and embracing feedback and change.
Benefits:
- 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
- Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
- 22 days annual leave (not including bank holidays), increasing with service
- 24/7 private virtual GP appointments for UK colleagues
- 2 weeks carer’s leave
- World-class training and development opportunities
- Option to join BT Shares Saving schemes
A Few Points To Note:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
Don’t Meet Every Single Requirement:
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
