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Job Family
Customer Service & Sales
Job Type
Full Time
Posted Date
Ref #

This role will be based in Peterborough with at least 2 days per week face to face with your team in the office.

We're currently looking for an experience team leader to join our team as a Service Delivery Team Manager! This role will lead a diverse and engaged team of Service Delivery Order Managers to successfully deliver customer orders and requests on time. The team manager will look to create a world class experience for our customers by proactively identifying improvements in processes, training and working practices, using performance reports and coaching to plan and deliver targets and improvement plans at individual and team level. The manager will support the personal development of the team, making sure everyone has the support needed to grow within Virgin Media O2!

The team manager will also ensure service reviews are completed regularly with customers, and service improvement plans are created, supervised and managed with our supplier. They will work closely with both internal and external suppliers to ensure customer expectations and business targets are achieved.

Who we are

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.

The must haves

In order to be considered, you must have the following experience;

  • Experience of leading teams within a customer and target focused operational environment with complex processes
  • Experience of team performance management and an understanding of the tools & techniques associated with this
  • Experience of using data to gain insight and build plans to improve the customer experience
  • Experience of presenting at a senior level, both internally and externally
  • A proven track record of improving customer NPS
The other stuff we are looking for

We'd also love you to bring;

  • Basic knowledge of telecommunications sector and commercial acumen including financial awareness and budget control
What's in it for you

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.

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. Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media O2 family.


Let's stay connected

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