30000 35000 Function : Customer Contact Closing Date : 28 / 10 / 2020 Location Watford / North London Full Time, permanent role Rotational shift patterns every 2 weeks - from 11am - 7pm, or 9am - 5pm We’ve been a busy bunch, growing our network to include more homes and commercial premises than ever before.
We are delivering the biggest investment in the UK’s digital infrastructure for over a decade, with a £3bn programme to extend our ultrafast broadband network and brilliant Virgin TV to millions of homes and businesses.
As we enter one of the most exciting times in our history we are looking for Regional Customer Premise Equipment Collections Manager that oozes our Virgin values and embraces the on-going ways of working within Liberty Global.
Why Virgin Media? We are the future. We understand our people, their lifestyles and we support them no matter what. We LOVE being different, thinking outside the box and being the best we can be, all the time.
The Regional CPE Collections Manager is responsible for the effective delivery of a positive customer experience in respect of consumer and where applicable, small business Collections within a designated area, through the direct management of a team of in-house CPE Collections Agents and influence and liaison with internal departments within Virgin Media.
Responsible for day-to-day operational outputs in respect of the agreed volume and quality of work and the achievement of KPIs including Net Promoter Score (NPS), collection rates, quality audits, complaints, and monitoring & control of cost within the allocated budget Works in partnership with other managers within the CPE Collections Department to achieve a seamless end-to-end customer experience through promoting flexibility and multi-tasking where appropriate and taking ownership of customer issues.
What will you be doing? Direct line management of a team of CPE Collection Representatives Management of a CPE collections service across the designated area, ensuring that the CPE Collection Team are delivering an excellent customer experience within agreed SLA’s and performance standards Delivery of operational performance in line with agreed SLA / KPI’s.
Carrying out the required volume and spread of quality audits, in person to ensure full compliance of all process are followed Regular vehicle audits to check that stock held matches VM’s inventory Investigate any CPE on the collectors vehicle that is not on their tech account to establish reason why Ensure all company assets collected are returned and any equipment not, is fully investigated to establish its whereabouts.
Regular analysis of department reporting to ensure accuracy Maintaining an awareness of jobs that have failed, investigating the underlying reasons and putting in place actions to ensure effective resolution Effective relationship management with other functions within the Region and in the wider business.
Builds and maintains close working relationships to manage customer-affecting issues to resolution and ensure consistency in the customer experience Supporting the divisional, regional and local strategy through change programmes, as applicable, and acting as an enabler to change Ensuring all team member demonstrate compliance with Health & Safety management standards at all times, identifying and ensuring the delivery where appropriate of any training required for Health & Safety and Environment and NRSWA Ensure safe working practices for employees in a lone working environment Ensuring that all CPE Collections Representatives have routine objective setting and regular 1 : 1s ensuring a monitoring mechanism is in place to manage the performance and development of team activities.
maintaining a schedule of regular team meetings and calls. Ensuring all colleagues have an up to date awareness of performance management KPIs and can use Company processes, procedures, systems and services appropriately Demonstration of an understanding of workload forecasts to ensure best use of available colleagues to meet anticipated workload Management of the operation within budget guidelines and contribution to the budget forecast process Key Activites Implement the Regional operating plan designed to exceed the KPI’s for the Field Support Operation with regard to both quantitative and qualitative measures Establish and maintain highly effective working relationships with key internal and external partners.
H&S auditing and ensuring our in-house team adhere to H&S legislation and procedures Take personal responsibility for self-development, seeking regular feedback on personal performance, implementing proactive self-development plans and participating in projects or operational lead roles to increase operational knowledge and effectiveness Demonstrate a professional attitude ensuring that customer expectations are met, ensuring a customer-centric approach on a personal and team level Provide clear direction and leadership in all issues to enable your team to achieve the desired standards of performance and behaviour Effective Implementation of the multi-tasking initiative to ensure we maintain a high degree of productivity and flexibility across the Field team Formally record audit findings on the database and present data to our technicians as part of our performance reviews.
Responsible for the recruitment, training, development and performance management of the team Achievement of targets set for : NPS Productivity Assigned job completion Product activation and demonstration compliance Time slot arrival compliance Audit Absence management Staffing levels Budget Additional work and payment requests 1 to 1 performance management CPE management and audit Are you right for the role?
In order to be considered for this role you’ll need the following : Ability to priorities workload with a sense of urgency and pace Advanced stakeholder management, negotiation and conflict management skills Must be self-motivated and able to demonstrate confidence at all times, able to influence stakeholders and manage expectations, evidence as a team player Strong customer facing and interpersonal skills Implementation of decision support management reporting systems, reporting tools, data modelling (analyses), visualization techniques Effective written and verbal communication skills are needed, as well as experience in communicating, persuading, and influencing at senior stakeholder level Experience of the implementation, adoption, operation, and continuous improvement of governance processes is essential, including managing requirements, training for, and releases of new processes Confident in presenting improvement ideas and proposals through visual, verbal and written means, able to convey information in a format easily understood at all levels.
Results focused - track record of delivering results on time, to budget and of the desired quality Demonstrable leadership qualities that reflect Virgin Media’s culture and promotes bravery, simplified solutions, optimism, zest, risk taking and connection across team, department and business Can influence stakeholders, both internal and external.
Ability to negotiate with stakeholders to ensure the best possible outcome for the Business Able to create and maintain strong relationships, being empathetic, approachable, and fair in dealings with colleagues demonstrates a strong team mentality and able to build and maintain open and honest communication at all levels Strong commercial acumen with an understanding of financial performance KPI’s etc.
Strong analytical skills, able to identify trends & opportunities / challenges and drive business decisions against through this insight.
Ability to exercise judgment to make timely and sound decisions regarding highly complex and broad scope issues as they relate to both people and the business if this sounds like something you could be interested in, click apply or contact Lisa Breen or Ahmed Ali Mughal for more information! Virgin Media is part of Liberty Global, the world’s biggest cable company.
We are delivering the biggest investment in the UK’s digital infrastructure for over a decade. Through four multi-award-winning services - Virgin Fibre, Virgin TV, Virgin Mobile and Virgin Phone - we help people access technology to build connections that really matter.
We are dedicated to nurturing an engaged workforce that represents the diversity of our customers and communities. Read more here.
Our benefits are your reward for being brilliant. They’re pretty darn spectacular. Just like our people. We’ve put together a package to help you love what you do, at work and at play.
You will get 25 days holiday and your birthday off each year, we provide a company funded Medical Plan as well as a Pension Plan where we will match every pound you put in, up to 10%.
What's more you'll also benefit from discounts across Virgin Media products and Virgin brands and many other perks on top.
You can find out about all benefits in full here. Come and be a part of something special. Join us!