Customer Care Team Leader

About Virgin Media:

Virgin Media is the leading connected entertainment cable and broadcast business in Ireland. Every day we deliver connections that really matter for Irish Consumers and Businesses with multi award-winning services including broadband, TV, mobile and home phone. Our Virgin Media Business division provides the fastest broadband speeds and connectivity solutions for entrepreneurs, businesses and the public sector.

Virgin Media Television, our broadcast division, is Ireland’s number one commercial broadcaster offering three free-to-air channels: Virgin Media One, Virgin Media Two, Virgin Media Three, as well as the Virgin Media Player. We are a significant investor in home produced content, including news, current affairs and drama, as well as offering the best in international programming. Virgin Media Sport and our 6 Extra Sport channels offer extensive sports coverage across the UEFA Champions League and the UEFA Europa League. Our advertising sales agency, Virgin Media Solutions, creates unique, innovative campaigns for our business and for third party clients across the UK and Ireland.

Virgin Media is part of Liberty Global, one of the world’s leading converged video, broadband and communications companies, with operations in six European countries.

Reporting to the Operations Manager, the Team Leader will be an excellent people manager who has tacit knowledge across operational, product and support processes.

The successful candidate will be responsible for leading a Customer Services Support Team, comprising of circa 15 direct reports. As Team Leader you are responsible for the end to end performance of your team. You will drive an atmosphere of “Can–Do” while working in a complimentary way to the existing Virgin Media lines of business in the customer care function.

This is a highly visible position that is critical to the company's operations, with direct accountability for daily operational performance and ongoing performance management, quality, and metrics across a multi-disciplined team who work across all lines of business, first line and second line activities. The Team Leader has exceptional leadership skills, can lead change in through influencing and collaboration. Ready to work side-by-side with their team they motivate and mentor team members, and have the interpersonal ability to drive alignment across different functions and sites.

• Effectively lead and proactively coach and develop your team

• Drive and motivate your team to deliver the ultimate customer experience

• Set, measure and review the key performance indicators for team members through formal and informal feedback mechanisms

• Proactively develop and grow value added customer care in your team

• Take responsibility for customer issues in terms of pressing for prompt closure, escalation and efficient problem resolution

• Identify issues and service improvements and advise relevant area

• Drive commercial offerings and develop commercial awareness within team

• Continuously assess own and agents training needs and take responsibility for training/coaching activities to meet these needs

• Proactively support your manager and colleagues as required

• Proactively keep up to date on all new procedures, products and information

• Act as a point of reference and technical assistance for team members

• Support other areas in accordance with Business needs

• Experience working in a fast moving environment or busy contact centre

• Preferably at least 1 year people management experience particularly in leading, motivating and coaching teams to constant success

• Excellent interpersonal skills with a proven ability to build positive working relationships and develop an effective team

• First class problem solving skills who gets to the heart of the matter

• The ability to communicate effectively and efficiently with the business while ascertaining the key impact/detail behind the issue/request

• Ability to work in a fast paced environment, under pressure and embrace change

• Natural leader, someone who can motivate their team to achieve outstanding results

• High attention to detail, someone who cares about quality in everything they do

• Organised and excellent time management, ensuring deadlines are always met

• Explores opportunities by being resourceful and self-motivating