Manager for Wholesale Customer Support

Virgin Media; Peterborough; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications provider in Peterborough is seeking a Senior Manager for Wholesale Customer Support. This role involves managing the Business Wholesale Support function and leading a team of engineers to provide exceptional customer service. Ideal candidates should possess strong people management skills and have experience in transformational programs. The position offers numerous benefits and an inclusive workplace culture.

Benefits

Inclusive culture

Comprehensive benefits package

Qualifications

• Experience in leading large transformational and improvement programs in complex environments.
• Strong people management skills, including communication, negotiation, and conflict resolution.
• Ability to build and maintain effective internal and external partnerships.

Responsibilities

• Oversee daily management of the Business Wholesale Support function.
• Provide leadership, direction and technical guidance to the team.
• Deliver industry-leading support to top-tier Wholesale and Direct customer base.

Skills

People management

Communication skills

Negotiation

Conflict resolution

Process improvements

Education

ITIL certification

Job description

Job Title: Senior Manager, Wholesale Customer Support

The Network Monitoring team is seeking a new Senior Manager for Wholesale Customer Support. Reporting to the Head of Network Monitoring, you will oversee the daily management of the Business Wholesale Support function. This role involves providing leadership, direction, and technical guidance to a team of Tier 1/2/3 Engineers and a customer outage team. The goal is to deliver industry-leading support to our top-tier Wholesale and Direct customer base.

Key Experience Requirements:

• Experience in leading large transformational and improvement programs in complex environments
• Strong people management skills, including communication, negotiation, and conflict resolution
• Ability to build and maintain effective internal and external partnerships, especially with Service Transition on major bids
• Influencing skills and the ability to encourage process improvements and best practices
• ITIL certification

About Virgin Media O2

We are the UK's fastest broadband network, with a beloved mobile brand and one of the country's largest companies. Our diverse, high-performing teams are full of talent, committed to offering the UK more choice and value through our customer-centric values and ambitions. Virgin Media O2 is an equal opportunities employer dedicated to inclusion and equity, supporting you to be your authentic self throughout your application journey.

Desirable Qualities:

• Customer-centric mindset, prioritizing customer needs in decision-making
• Ambassadorial approach to customer experience, challenging norms to improve service
• Ability to build strategic partnerships with key customers and understand their needs to support their business goals

What We Offer:

We celebrate our people and aim to foster an inclusive culture that empowers everyone to bring their best selves to work. Our reward package includes numerous benefits designed to support you and your loved ones, ensuring coverage for life's challenges.

Next Steps:

If you believe you belong here, we look forward to learning more about you. The recruitment process may include an initial call and technical/competency interviews. Please inform us of any adjustments needed during the application process. Applications are reviewed continuously, and the closing date may be moved forward. We encourage early applications. Employment is conditional upon passing background checks, including criminal record and, where applicable, financial probity checks.