Customer Success Delivery Lead

Working as a Customer Success Delivery Lead, you will play a key role in supporting the Customer Outcome Senior Manager in all activity relating to optimising the customers experience of our customers to ensure a successful install, whether that is an issue before the installation day, on the installation day or reducing the time to recover any customer issues of an unsuccessful installation.

A pivotal part of this role is helping shape the future of Field as a Service, supporting the Customer Outcome Senior Manager in developing a best-in-class function that prioritises customer success. You will need to work collaborative across multiple functions such as Field, Customer Service, Transformation and TCX to create an efficient way of working to service all of our customers, increasing first time success rate, reducing time to recover and auto compensation due to failures in the field.

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.

• Support the Customer Outcome Senior Manager design and execute the Customer Success operation, ensuring alignment with Field as a Services long term strategy.
• Cross collaboration across multiple functions both internal and external to ensure the right customer outcomes as we move into wholesale
• Identify inefficiencies and opportunities to enhance the customer experience, making data led decisions
• Overseeing the development and on-going enhancement of the outcome management process
• Continually identify opportunities to reduce preinstall cancellations, using new AI technologies and CRM platforms

• Knowledge of using CRM tools from concept to execution
• Data-Driven Decision Making: Ability to interpret data and translate insights into strategic improvements
• Stakeholder Management: Strong influencing skills to drive accountability across functions
• Continuous improvement mindset: on going commitment to continually seek opportunities to enhance the customer success operation
• Excellent communication and governance: ability to record processes and decisions, ensuring all SLT and stakeholders are kept updated in a clear and simple way

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 assessment.

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.