Service Relationship Manager

Customer Support

Closing Date:

24/08/2022

As an Service Relationship Manager you’ll ensure that service delivered to our customers achieves and exceeds the service level agreements expected in line with our contractual obligations whilst building, maturing and maintaining customer relationships. You will be building support and service improvement plans to improve service outcomes to an assigned number of customers. You’ll work with a number of stakeholders within the business and support the bid management team to provide required support for future business and contract renewal.

Who we are

At Virgin Media O2 we’re going All In, to remove bias and barriers for our people and our candidates. We’re working hard to achieve bold ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey.

The must haves

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

Service Management experience and extensive knowledge of the ITIL framework

• A customer excellence approach, a keen focus on the levers driving customer satisfaction and NPS, and a willingness to take accountability for customer outcomes
• Experience in leading a successful virtual team and the ability to lead by example, empower, inspire and encourage team members
• Examples and evidence of leading and developing good stakeholder relationships.
• You’ll need to be a phenomenal communicator both written and verbally to present to management at Senior level which may be on client site or virtually.
• Must have experience of working with Large complex customers

The other stuff we’re looking for

We’d also love you to bring;

• A highly organised individual who can think on their feet and use initiative to solve problems and deliver solutions
• A person who is comfortable in a high stakes’ environment delivering critical services to our customers

What’s in it for you?

We know that benefits mean so much more than the ‘stuff’ we can give you, so we offer a wide range of support, rewards and tools – all focused on helping you to prioritise what really matters.

All work and no play just isn’t our style! We’re already planning our future ways of working, for when life becomes a little more normal again. We’re constantly evolving our approach to enable you to find a great work life balance.

Next steps

If we feel like a place where you can belong, we’d love to learn more about you. Once you’ve submitted an application the next steps of the process, if successful, are likely to receive a call from us to talk about your experience and hopefully progress you to Interview with our hiring manager

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