Customer Service Team Manager

Job Description

Hybrid working 2 days a week in the office, 8am - 9pm Monday to Friday and Sat and Sunday 8 - 6pm - 2 days a week in the Birmingham office, but more maybe required, training is up to 6 weeks Office based in Birmingham 5 days a week.

As a Customer Service Team Manager you'll provide leadership for a team of customer service agents who resolve complex customer Queries and complaints providing outstanding customer service, service recovery & resolution and outstanding experience driving increased value for customers and VMO2 across Cable, Mobile & SoHo.

Motivating, coaching and developing all team members, including monitoring and evaluating calls, one to one coaching and feedback sessions. Develops a performance-orientated culture.

Providing best in class complex case handling service supporting opportunities to reduce the overall level of complaints into the VMO2 business through effective complex issue resolution

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too. We put our customers first, making life simpler, smoother, and more joyful. With big ambitions and a brilliant team, we’re building a more connected future for everyone.

Our ways of working

We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days each month connecting in person.

That doesn’t just mean time in the office, it could be team meetings, offsites, volunteering days, cross-functional projects, or away days - anywhere meaningful collaboration happens. What matters is making those moments purposeful, so when we come together, it really counts.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

• Experience of leading and developing a team
• Significant experience working in customer-focused, target driven environment
• Experience using excel and understanding Data
• Experience managing change ability

The other stuff we are looking for

• Experience of working to targets
• Excellent written and verbal communication skills
• Resilience
• Demonstrate a flexible approach and organisational skills

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include completion of a Saville Wave Assessment, a face to face interview and a group exercise.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

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