We have a new role for a Business Response Analyst to join our Business Enhance Customer Support team in Peterborough.
The role supports call handling for in-life faults for Virgin Media/O2 customers, ensuring our customers receive regular updates throughout the lifecycle of an incident. The goal is to increase customer satisfaction and improve the overall customer experience by offering a differentiated level of service.
Role Responsibilities
The successful candidate will be responsible for the execution of the following:
* Deal with general inbound and outbound calls quickly, courteously, and efficiently in line with departmental standards, policies, and procedures to ensure that all department service levels and key performance indicators are met.
* Provide support to managers, team members, and other colleagues to ensure departmental service levels are met.
* Make outbound calls and take inbound calls to try and resolve faults in the first instance.
* Keep the customer informed of all updates throughout an incident.
* Ensure that customers' perceptions are managed effectively.
* Ability to use common sense and initiative.
The Must Haves
* Experience working in a customer technical helpdesk/network support environment.
* Customer service experience is desirable - positive, can-do attitude and passionate about increasing customer satisfaction.
* Ability to work efficiently in a high demand, virtual team, and fast-paced environment prioritizing tasks.
The Other Stuff We Are Looking For
* Exposure to incident management systems would be an advantage.
* Customer service experience.
* Energetic, determined & driven individual that acts as the customer's champion internally to improve results and customer experience.
What's In It For You
Working at Virgin Media O2, you get a bumper reward package bursting with benefits, designed to support both you and your loved ones, making sure that you're covered no matter what life throws your way.
Next Steps
If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application, the next steps of the process, if successful, are likely to include a competency-based interview.
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.
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you're offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.
Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.
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