Service Relationship Manager

Multiple Locations

Location: Multiple

Business

Salary: £35,000 - £45,000 plus car allowance and amazing Virgin benefits!

Location - Birmingham, Hook, Hemel Hempstead

This is an exciting time to join Virgin Media Business as a Service Relationship Manager! In this role you will lead and drive improvements across our customer portfolio in order to increase the Virgin Media Business Net Promoter Score (NPS) therefore strengthening customer loyalty and recommendation.

Working in line with ISO20000 Relationship Management Process, you will establish and maintain excellent business and working relationships with customers and internal stakeholders at all levels, driving through improvements in areas which have a negative impact on NPS.

The successful candidate will understand the specific needs of each customer and represent them within the business, translating these needs in a way our business can understand, and working across all departments to plan and implement delivery of service solutions to meet these needs.

Working collaboratively with peers, partners and internal stakeholders you will ensure constant focus on enhancing the Service Relationship with the customer to establish, improve and maintain a positive business and working environment, ensuring contracted service levels are achieved and reflected in the customers NPS.

So what are we looking for?

* Ideally experience of Service Management in a Business Telecommunications environment in a customer facing role.
* Conversant with the ITIL Framework (IT Infrastructure Library) especially the Relationship Management process, preferably accredited to Foundation level in ITIL V3.
* Strong customer facing skills, with experience in handling customer conflict and ability to influence customer choice and manage customers’ expectations.
* Ability to confidently present to the customer and internal stakeholders at a senior level

Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you. We’re a great place to work - and we offer impressive benefits too. Get ready for a generous holiday allowance, contributory pension, performance related bonus and, of course, discounts on our fantastic mobile, broadband and cable.

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