Technical Support Manager

Job Description

We have a new role for a Technical Support Manager to be responsible for the day-to-day management of our Business Enhanced Customer Support function. This is a key role to provide leadership, direction and technical guidance to a team of Business Response Analysts and Engineers across 1st, 2nd, and 3rd line functions.

The purpose of this role will be to provide our top tier Direct customer base with an Industry leading support function ensuring adherence to company SLA’s and KPI’s.

You will be responsible for the optimization of operations for efficiency, including workforce planning, resource allocation, and technology utilisation ensuring responsibility for the coaching, training and development plans of your team. Ensure that team productivity and performance levels are met through coaching and development of staff working in conjunction with our Business Technical Coach.

You will be tasked with ensuring a seamless and positive customer experience by maintaining high service quality standards and resolving complex customer issues. You will be responsible for making the final decisions on call resolution or escalation issues. This includes receiving and actioning any technical escalation, establishing peering contacts in all interface areas of Business Operation

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.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

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

• Strong stakeholder leadership skills, able to work with internal and external management peers within the business to achieve fault resolution and ensure customer satisfaction
• Ability to act as an ambassador for the customer experience, routinely challenging the norm to enhance our service offering
• A good understanding of network solutions
• Demonstrate strong influencing and persuading skills, encourage colleagues and teams to change established processes and achieve improvements and best practice.

The other stuff we are looking for

• Experience of people management including communication, negotiation and conflict resolution skills
• Ability to create partnerships with key strategic customers, understanding their needs and helping to develop propositions to support their business goals and benefit our commercial aims.

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 a competency based interview

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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