Head of Centre

Our customers expect to be dazzled - whether it's TV, mobile, home phone or super-fast broadband services across the UK.

This is an exciting time to join Virgin Media as the Head of Centre within our Sheffield offices. Reporting into the Director of Customer Relations the purpose of this role is to develop and implement the company's customer management strategy and have the overall responsibility for leading, developing and motivating the Centre to achieve its quantitative and qualitative performance targets.

Key Accountabilities:

Provides leadership and direction to all staff within the Centre, through direct
reports

Develops and implements the customer care strategy, translating it into an
operational plan with clear quantitative and qualitative performance targets
for the Centre; monitors Centre performance

Develops and enhances quality of management information provided.
Interprets and recommends strategic actions to combat customer-affecting
issues.

Drives improvements to customer management based on understanding of
trends and developments in the external environment

Develops effective and productive working relationships with key business
stakeholders across all customer-facing functions

Manages and authorises financial transactions relevant to operational
budget

Reports to the Director of Customer Contact Management any significant
business risks or identified fraudulent activity

Typical knowledge, experience and skills:

Extensive experience at senior level of managing several customer-focused
teams within a multi-skilled environment. Preferably, strong track record in the
communications industry

Significant experience of managing departmental budgets

Reasonable experience of contributing to and delivering customer contact
strategy

Expert interpersonal, communication and presentation skills

Excellent decision making skills

Strong influencing and negotiating skills

Ability to identify, drive and implement change initiatives

Competitive salary + excellent benefits

Join and you'll be part of the Virgin Media family. We're a great place to work - and we offer impressive benefits too. You will get a generous holiday allowance, contributory pension, performance related bonus and, of course, discounts across Virgin Media products and Virgin brands!

Come and be a part of something special. Join us!

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