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Virgin Media
Technical Support Manager
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This role has expired
Virgin Media
Technical Support Manager
Peterborough
In office
Description
ID: 61785
We have a new role for a Technical Support Manager to be responsible for the day-to-day management of our Business Enhanced Customer Support function. This is a key role to provide leadership, direction and technical guidance to a team of Business Response Analysts and Engineers across 1st, 2nd, and 3rd line functions.
The purpose of this role will be to provide our top tier Direct customer base with an Industry leading support function ensuring adherence to company SLA’s and KPI’s.
You will be responsible for the optimization of operations for efficiency, including workforce planning, resource allocation, and technology utilisation ensuring responsibility for the coaching, training and development plans of your team. Ensure that team productivity and performance levels are met through coaching and development of staff working in conjunction with our Business Technical Coach.
You will be tasked with ensuring a seamless and positive customer experience by maintaining high service quality standards and resolving complex customer issues. You will be responsible for making the final decisions on call resolution or escalation issues. This includes receiving and actioning any technical escalation, establishing peering contacts in all interface areas of Business Operation
The must haves
Strong stakeholder leadership skills, able to work with internal and external management peers within the business to achieve fault resolution and ensure customer satisfaction
Ability to act as an ambassador for the customer experience, routinely challenging the norm to enhance our service offering
A good understanding of network solutions
Demonstrate strong influencing and persuading skills, encourage colleagues and teams to change established processes and achieve improvements and best practice.
The other stuff we are looking for
Experience of people management including communication, negotiation and conflict resolution skills
Ability to create partnerships with key strategic customers, understanding their needs and helping to develop propositions to support their business goals and benefit our commercial aims.
Virgin Media
Technical Support Manager
Peterborough
This role has expired