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5 months ago
Virgin Media
Basic Salary: salary
Location: Manchester
Job type: Permanent
Category: Customer Service Jobs
salary starts at £56,760.00, plus 25% annual Bonus & Great benefits


Customer Contact

Closing Date:


Full time, permanentLocation: ManchesterSalary: salary starts at £56,760.00 plus 25% annual Bonus & Great benefitsClosing date: 05th June 2019

We’ve been a busy bunch, growing our network to include more homes and commercial premises than ever before. We are delivering the biggest investment in the UK’s digital infrastructure for over a decade, with a £3bn programme to extend our ultrafast broadband network and brilliant Virgin TV to millions of homes and businesses.

As we enter one of the most exciting times in our history we are looking for Head of Customer Services that oozes our Virgin values and embraces the on-going ways of working within Liberty Global.

Why Virgin Media? We are the future. We understand our people, their lifestyles and we support them no matter what. We LOVE being different, thinking outside the box and being the best we can be, all the time.

What will you be doing?In this role you will be accountable for leading, developing & motivating large, diverse teams to drive best class in Customer Service for new & existing customers, achieving qualitative and quantitative goals and collaborating with stakeholders to improve the customer and people experience•Implement and lead the agreed business strategy reflecting our purpose and values in what we do and how we do it•Lead, develop and motivate the team to deliver an effective, high quality customer experience alongside consistent delivery of agreed KPIs•Set high standards of performance ensuring the business is responsive to customer issues impacting budget and customer experience•Monitor service level standards focused on getting it right first time•Anticipate trends and developments in the external environment and recommend innovative and creative solutions to improve the customer and people experience•Ensure systems are in place to capture data on service, sales and retention metrics as well as customer feedback, identifying trends and developing appropriate initiatives as a result•Make effective use of the agreed budget and other resources designing initiatives to reduce cost and increase value•Build and maintain exceptional relationships with key stakeholders both internal and external to support development and delivery of best in class people and service

Are you right for the role?

So it’s the moment of truth, right? What are we looking for in the successful candidate?

•Extensive experience of leading several customer-focused teams within a multi skilled environment to achieve excellent results•Excellent interpersonal, communication and presentation skills•Sound decision making skills combined with strong influencing and negotiating skills•Ability to identify, drive and implement change initiatives•Ability to contribute to and deliver effective customer contact strategies•Sound commercial acumen and financial awareness with experience of managing departmental budgets and resources

We are proud to work with Everywoman to champion the advancement of women in business, and through our partnership with Scope to help one million disabled people get into and stay in work by the end of 2020. We strive to build a diverse and sustainable workforce where gender balance and parity are integral features of our workplace, and where disabled candidates and employees can confidently perform to their full potential through our Work with Me adjustment process. If you are thinking about applying for a job with us and have a condition or impairment that could impact your performance we’ll be happy to work with you to explore adjustment options.

Virgin Media is part of Liberty Global, the world’s biggest cable company. We are delivering the biggest investment in the UK’s digital infrastructure for over a decade. Through four multi-award-winning services - Virgin Fibre, Virgin TV, Virgin Mobile and Virgin Phone - we help people access technology to build connections that really matter.

We are dedicated to nurturing an engaged workforce that represents the diversity of our customers and communities. Read more here.

Our benefits are your reward for being brilliant. They’re pretty darn spectacular. Just like our people. We’ve put together a package to help you love what you do, at work and at play. You will get 25 days holiday and your birthday off each year, we provide a company funded Medical Plan as well as a Pension Plan where we will match every pound you put in, up to 10%. What's more you'll also benefit from discounts across Virgin Media products and Virgin brands and many other perks on top.

You can find out about all benefits in full here.

Come and be a part of something special. Join us!

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