Summary
Business Improvement Manager role at Virgin Media O2, working across Sales and Retentions to deliver great customer experiences. Uses insight, collaboration and influence to raise standards and drive performance improvements at pace. Works across multiple contact centre environments and partner locations to translate data and customer feedback into actions that improve satisfaction, efficiency and consistency. Builds relationships with internal teams and external partners, creates governance and assurance, and helps embed a customer-first culture with measurable results.
Responsibilities
* Work across multiple contact centre environments and partner locations to translate data and customer feedback into clear actions.
* Improve customer satisfaction, efficiency and consistency through data-driven decisions and governance.
* Build strong relationships with internal teams and external partners; establish governance and assurance processes.
* Embed a customer-first culture with measurable outcomes.
Who We Are
Virgin Media O2 connects people to the moments that matter. We are recognised for broadband reliability, speed and performance, and provide award-winning coverage through O2. We are committed to diversity and inclusion and to creating a welcoming environment for all employees.
Must Haves
* Experience within a contact centre or customer operations environment
* Proven ability to deliver business improvement or transformation initiatives
* Strong stakeholder management and influencing skills
* Confidence using data and insight to drive decision making
* Excellent communication skills
Nice to Haves
* Experience working across multiple sites or external partners
* Familiarity with customer feedback tools such as Qualtrics
* Experience designing governance, assurance or audit frameworks
* Commercial awareness within a customer-facing environment
What’s in it for you?
Benefits include Bupa healthcare, wellbeing support, life cover, a pension and generous holiday – plus your birthday off. Optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and discounts on broadband, TV and mobile. Access to Virgin Family platform and the O2 Priority app with exclusive rewards and experiences.
Next Steps
If this feels like a place where you can belong, you may have a call with a recruiter, a video interview, an interview with the hiring manager and a task or assessment. We will discuss any adjustments you need and strive to accommodate them. Applications are reviewed throughout the advert window, so applying sooner is advised. Offers are subject to background checks, including criminal record and, for some roles, financial background checks.
#J-18808-Ljbffr