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Customer Contact Service Manager - 12 month FTC

Job Description

Job Description

An interesting position for a Customer Service Desk Team Analyst is available at Virgin Media O2 for a 12 month Fixed Term Contract. This position requires a positive groundbreaking attitude that will service our Major Customer base. You will lead and handle major customer service requests delivering an improved, differentiated customer experience to our customers. Ensuring a positive contribution and achievement of critical metrics, customer SLAs, including both quantitative and qualitative performance targets are met.

Candidate Description

In order to be considered, you must have the following experience;

  • Validated collaboration skills to form strategic and tactical partnerships with internal and external partners.

  • Accountability and ownership, demonstrating pride in personal contributions and those of reporting line functions

  • Proactively own and Lead Improvement initiatives to reduce escalations to improve customer NPS and EX

  • Recognised accountability skills to deliver service excellence

  • Significant experience in customer engagement within a result driven environment

The other stuff we're looking for

We'd also love you to bring;

  • Be supportive, Open and honest, dealing with others with integrity and empathy to improve EX

  • Challenge with professionalism and objectivity

  • Results driven through people engagement

  • Detailed analytical skills to cut through and interpret complex information

  • Experience with CRM, Project and delivery systems preferable

Employer Description

At Virgin Media O2 we're going All In, to remove bias and barriers for our people and our candidates. We're working hard to achieve bold ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey.