Business Response Analyst / Helpdesk Analyst

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 are receiving regular updates throughout the lifecycle of an incident. Making sure the end-to-end service requirements are met with the goal to increasing customer satisfaction and improving 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
• To make outbound calls and take inbound calls to try and resolve faults in the first instance
• To keep the customer informed of all updates throughout an Incident
• To ensure that customers perceptions are managed effectively.
• Ability to use common sense and initiative.

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

• Exposure to incident management systems would be an advantage.
• Customer service experience
• Energetic, determined & driven individual that acts as the customers champion internally to improve results and customer experience.

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

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.