Senior Manager Wholesale Customer Support

Virgin Media Ltd; Birmingham, Peterborough, London, Manchester, Leeds; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in Birmingham is looking for a Senior Manager for Wholesale Customer Support. The role involves managing Business Wholesale Support operations, leading a team of engineers, and ensuring top-tier customer service. Ideal candidates will have strong people management and communication skills, along with ITIL certification. This position offers a comprehensive reward package designed to support your needs.

Benefits

Bumper reward package

Comprehensive benefits

Flexible extras available

Qualifications

• Experience in driving large transformational and improvement programs across diverse environments.
• Proven ability to establish and maintain effective partnerships on major bid opportunities.

Responsibilities

• Manage the day-to-day operations of the Business Wholesale Support function.
• Provide leadership and technical guidance to a team of Engineers and a customer outage team.

Skills

People management

Communication skills

Negotiation skills

Conflict resolution skills

Influencing skills

Education

ITIL certification

Job description

The Network Monitoring team are searcing for their new Senior Manager for Wholesale Customer Support. Lining into the Head of Network Monitoring, you will be responsible for the day-to-day management of the Business Wholesale Support function. Providing leadership, direction and technical guidance to a team of Tier 1/2/3 Engineers and a customer outage team. The purpose of this role will be to provide our top tier Wholesale and Direct customer base with an Industry leading support function.

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 anequal 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

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

• Experience in driving large transformational and improvement programs across diverse and complex environments
• Strong record of people management including communication, negotiation and conflict resolution skills
• Proven ability to establish and maintain effective internal and external working partnerships with Service Transition on major bid opportunities
• Demonstrate strong influencing and persuading skills, encourage colleagues and teams to change established processes and achieve improvements and best practice
• ITIL certification

The other stuff we are looking for

We'd also love you to bring;

• Puts the customer at the heart of all decisions, sees the world through their eyes and champions their cause internally
• Acts as an ambassador for the customer experience, routinely challenging the norm to enhance our service offering
• Can 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 an intro call and a competency/technical 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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