Angela Smith

Leader of team of 10 highly skilled Technical Engineers – across two domains delivering service and Infrastructure Management.

• Escalation Resolution – Providing direction and support to all Teams in breaking down barriers impacting Services used by Force.
• Stakeholder Communications – Leading Hosting Tower for and with client.
• Driving Team development by creating a strong performance culture utilising BT’s Leadership Values.
• Process development and improvement – Continuous Improvement.
• Collaborating across Teams internally and externally.
• BT is a fast moving commercial environment.
• Key Achievements: ITIL4 Accredited.
• Successful movement of Devon & Cornwall & Dorset Police Out of Hours function into Wider BT 24/7 Team.
• Bronze CI achieved.

• Leading a Team of 50 Engineers & 3 Patch Leads.
• Collaborate with peers for efficient working and support in region.
• Share best practices to reduce costs, improve network build, and enhance customer outcomes.
• Continuous improvement champion, supporting CI tools and methodologies.
• Embedding local/national change initiatives and new ways of working.
• Contribute to Patch-specific people plan delivery.
• Provide coaching, cross-skilling support, and development to all team members.
• Accident investigations.
• Safety checks to ensure all staff are working safely.
• Ensure high-quality services and performance metrics in my patch through SAM and partners.
• Supporting all engineers in overcoming on-the-day issues preventing task completion.
• Key Achievements: S1 - Monitoring signing, lighting and guardian certified.

• Leading a Team of 15 Specialist Advisors.
• Building a positive team culture.
• Strong Performance Management.
• Cross Team working.
• Escalation Management.
• Process Development/Improvement.
• Key Achievements: Continuous high NPS scores.
• Awarded - Locally, Best Team Manager.

• Responsible for: Project lead on Transition Programmes within BT Wholesale Customer Service Unit.
• Management of People transition plans with Customer Service Unit.
• Project Lead on BT Wholesale Customer Service Improvement Programmes.
• Key Achievements: Successful movement of Out of Hours and High Level Escalation work streams from Swansea site to Manchester site within required timescales and budget.
• Manchester People interviews/promotions/training and consolidation plans completed in readiness for work function move to a new site.
• Project plan development and 10K trial budget secured to move Proactive Network Management project onto phase 1 of project plan.

• Responsible for: Leading a team of 18 highly skilled technical team members.
• Coaching and developing my team using challenging leadership principles.
• Meritocracy - Driving a strong performance culture.
• Escalation Resolution – Providing direction and support to my team in breaking down barriers impacting customer service.
• Stakeholder Communications – Managing performance updates for the client and communicating core messages up to director level.
• Ownership of operational budget for team overtime.
• To drive objectives and personal development using BT’s leadership compass.
• Key Achievements: Stakeholder Relationship & Communication – Created strong partner relationship with our client including attending monthly service reviews and managing service updates with highly positive client feedback.
• Managing £0.1m overtime budget for area and closing EOY £54k positive.
• Leading my team through significant business change including grading reviews and sister site closure.
• Conducted successful full attendance review and streamlined all employee shift patterns to meet needs of business.
• Lead my team through dynamic change in their work-streamline order to create additional capacity to absorb £400k of alternative work.
• Instrumental in driving the 11% improvement in customer satisfaction (Brilliance) scores across technical support function.
• Challenge Cup 9 – semi Finalist – Blue Ribbon Award achieved.