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The Technical Coach sits within the Learning and Development team, supporting Managed Customer Service Operations by developing the capability of service desk colleagues through coaching, training and ongoing performance support. Working closely with first-line engineers, apprentices and new entrants, the role builds the technical skills, knowledge and confidence needed to deliver excellent customer outcomes while embedding best practice across the service desk.
The role contributes directly to business performance by accelerating colleague onboarding, improving service desk capability and supporting the achievement of key operational measures, including customer experience, service levels, incident management and first-time resolution. Through a combination of structured coaching, knowledge management and targeted learning interventions, the Technical Coach enables colleagues to become productive more quickly, perform consistently and continuously develop their capability.
Supporting BT's strategic focus on customer service, operational excellence and colleague development, the Technical Coach works in partnership with operational leaders and subject matter experts to identify capability gaps, design and deliver appropriate learning solutions, and embed continuous improvement across Managed Services. By fostering a culture of learning and performance, the role helps ensure colleagues have the skills and behaviours required to meet evolving customer and business needs.
