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Customer Service Re-organisation

Customer Service Re-organisation. BT Wholesale strategic priorities remain unchanged and we have a big role to play in delivering this strategy. Service providers’ no. 1 partner for network products and managed services in the UK. Increase sell-to network scale. Transform customer experience.

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Customer Service Re-organisation

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  1. Customer Service Re-organisation

  2. BT Wholesale strategic priorities remain unchanged and we have a big role to play in delivering this strategy Service providers’ no. 1 partner for network products and managed services in the UK Increase sell-to network scale Transform customer experience Transform the portfolio Increase sell-through volumes • Best MNO backhaul • Ethernet footprint • Win back LLU • Partner for non-UK telcos in the UK • Proactive • Standardisation • Quality interventions • Self-service, single point of contact • IP services • IT services • Mobile services • IDD systems • Resellers • Network integrators • MNOs’ fixed portfolio • WLMS / bundling Cost transformationZero-touch operations, faultless delivery, lower input costs, less SG&A Commercial managementContract management, margin management, planning & governance High-performing teamResource planning, organisation design, skills development

  3. Why change? Where we are Where we need to be We deliver a good level of service but it doesn’t warrant the premium we charge our customers The service we offer, differentiates us from the competition and enables growth across BTW New units joining the team - MSD, BT MSL, Data L2C & T2R - doubling our size and broadening our service focus Clear service operating model, better for our customers and for our teams We have good people but the way we are organised (in silos) and the vast range of tools create issues for our customers Remove the silos and standardise systems and working approaches Our people feel they can offer to BT Wholesale Multi-skilled teams to allow us to flex to meet peaks in demand

  4. We’re making some changes to the Customer Service organisation ... Lisa Harrington Managing Director, Customer Service James Mycroft Director, Volume Customer Operations Mike Cook Director, Complex Customer Operations TBC Director, Acceptance into Service & Planning Anna Matty Maternity Leave TBC Director, Transformation Susan McLaren Head of HR Phil Pinkham Internal Comms Neel Chandarana Head of Finance Bill Chesworth Director Service Management In addition, BT MSL will move from Customer Service to Managed Network Services under Lakh Jemmett on 1st April BT Wholesale Customer Service BT TSO

  5. What’s happening to our team? Mike Cook Rodney Akkerman Richard Cushnie Olwen Hill Richard Foxall Lesley Meredith Anthony Stephens Kelly Grellier Maggie Marshall Michael Bourne Jon Matthews Paul Wilson Michael Piggott James Wadley BT MSL • People will “lift & shift” into new directorates for 1st April • Directors will work with their DRs on the structure and mapping of the people in their directorate • Will start immediately for Volume & Complex Customer Operations • Will begin once Directors of Transformation and AIS&P in post (target date : 1st April) • In a small number of cases where there are “multiple people to post” this will involve a selection process • In addition, BT MSL will move from Customer Service to Managed Network Services under Lakh Jemmett on 1st April To Acceptance into Service & Planning directorate To Transformation directorate To Managed Network Services

  6. What’s happening to our team? Mike Cook Director, Complex Customer Operations Richard Cushnie Richard Foxall Maggie Marshall Olwen Hill Anthony Stephens Lesley Meredith Rodney Akkerman Director AIS&P Director of Transformation Andrew Gibbons Nicola Alderson Patrick Fuller Richard Hilton Gavin Parrott Paul Wilson Ketan Patel Ingrid Reddaway Kelly Grellier Brian Sullivan Kevin Wright Andrew Ball Simon Cunniffe Deborah Affleck Priya Hunt Maggie Davidson Darrin Price

  7. What’s happening to our team? Lakh Jemmett MD, Managed Network Services Alun Evans Amanda Elphick Ashley Hannah Harvey Deaton Alex Cocking Debbie Blundell Matthew Neale Alistair Burt Michael Piggott Michael Bourne Jon Matthews Nilesh Kothari James Wadley Ian Fairall Andrew Whale Robin Parkin Mike Gregson

  8. Q A &

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