At a Glance
- Tasks: Drive customer satisfaction and performance improvements using data and insights.
- Company: Join Virgin Media O2, a leader in connectivity and customer experience.
- Benefits: Enjoy Bupa healthcare, generous holiday, and exclusive discounts.
- Other info: Diverse and inclusive workplace with opportunities for personal growth.
- Why this job: Make a real impact by embedding a customer-first culture.
- Qualifications: Experience in contact centres and strong stakeholder management skills.
The predicted salary is between 45000 - 55000 £ per year.
A Business Improvement Manager role at Virgin Media O2, working across Sales and Retentions to deliver great customer experiences. Uses insight, collaboration and influence to raise standards and drive performance improvements at pace. Works across multiple contact centre environments and partner locations to translate data and customer feedback into actions that improve satisfaction, efficiency and consistency. Builds relationships with internal teams and external partners, creates governance and assurance, and helps embed a customer-first culture with measurable results.
Responsibilities
- Work across multiple contact centre environments and partner locations to translate data and customer feedback into clear actions.
- Improve customer satisfaction, efficiency and consistency through data-driven decisions and governance.
- Build strong relationships with internal teams and external partners; establish governance and assurance processes.
- Embed a customer-first culture with measurable outcomes.
Must Haves
- Experience within a contact centre or customer operations environment.
- Proven ability to deliver business improvement or transformation initiatives.
- Strong stakeholder management and influencing skills.
- Confidence using data and insight to drive decision making.
- Excellent communication skills.
Nice to Haves
- Experience working across multiple sites or external partners.
- Familiarity with customer feedback tools such as Qualtrics.
- Experience designing governance, assurance or audit frameworks.
- Commercial awareness within a customer-facing environment.
What’s in it for you?
Benefits include Bupa healthcare, wellbeing support, life cover, a pension and generous holiday – plus your birthday off. Optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and discounts on broadband, TV and mobile. Access to Virgin Family platform and the O2 Priority app with exclusive rewards and experiences.
Next Steps
If this feels like a place where you can belong, you may have a call with a recruiter, a video interview, an interview with the hiring manager and a task or assessment. We will discuss any adjustments you need and strive to accommodate them. Applications are reviewed throughout the advert window, so applying sooner is advised. Offers are subject to background checks, including criminal record and, for some roles, financial background checks.
Business Improvement Manager in Sheffield employer: Virgin Media O2
At Virgin Media O2, we pride ourselves on being an exceptional employer, offering a dynamic work culture that champions diversity and inclusion. As a Business Improvement Manager, you'll benefit from comprehensive healthcare, generous holiday allowances, and unique perks like your birthday off, alongside opportunities for professional growth in a collaborative environment focused on delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Business Improvement Manager in Sheffield
✨Tip Number 1
Get to know the company inside out! Research Virgin Media O2's values, recent projects, and their approach to customer satisfaction. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your storytelling skills! When you get the chance to chat with recruiters or during interviews, share specific examples of how you've improved customer experiences or driven performance improvements in past roles. Make it relatable and impactful!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and might even lead to a referral, which can boost your chances of landing that interview.
✨Tip Number 4
Don’t forget to follow up! After interviews or networking chats, send a quick thank-you note. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the role!
We think you need these skills to ace Business Improvement Manager in Sheffield
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in contact centres and business improvement. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Showcase Your Data Skills:Since this role involves using data to drive decisions, include examples of how you've used data insights in past roles. We love seeing candidates who can translate numbers into actionable improvements!
Highlight Relationship Building:This position is all about collaboration, so share instances where you've built strong relationships with teams or partners. We’re looking for those influencing skills that can help us raise standards and improve performance.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Virgin Media O2
✨Know Your Data
As a Business Improvement Manager, you'll need to demonstrate your confidence in using data to drive decisions. Brush up on relevant metrics and be ready to discuss how you've used data in past roles to improve customer satisfaction or efficiency.
✨Build Relationships
Strong stakeholder management is key for this role. Think of examples where you've successfully collaborated with internal teams or external partners. Be prepared to share how you built those relationships and the impact they had on your projects.
✨Customer-First Mindset
Virgin Media O2 values a customer-first culture. Prepare to discuss how you've embedded this mindset in previous roles. Share specific actions you've taken based on customer feedback and the measurable outcomes that followed.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about challenges you've faced in contact centre environments and how you approached them. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
