Field Support OCR


Location: Birmingham


Salary: £16,799.71

Operations Centre Representative
Birmingham - Eagle Court 3
Shifts between 07:30am - 8:30pm ( will be required to work every other Saturday) on a 5 day rota
Salary £16,799.71 plus a quarterly bonus accreditation scheme potential to earn up to £600 every quarter - performance based
This ia an exciting time to join Virgin Media as a Operations Centre Representative where you will work in a national Centre with a Regionalised offering of teams who despatch and Jeopardy Manage existing and new customer appointments
Personal Qualities;
* Willing to learn and able to learn quickly
* Ability to problem solve
* Good communication skills
* Flexible
* Works well under pressure
* Reliable
Main duties & Role expectations;
* Regional Despatch are a national centre, with a regionalised offering of teams who despatch and jeopardy manage existing and new customer appointments

* Using in house systems such as ETA, Invision and Sage Quest to ensure an effective customer experience.
* ETA Direct despatches customer appointments ready for the working day
* Using Invision as our Capacity Management system that holds the field technician rota
* Utilisation of Sage Quest providing us a real time view of the geographical location of our field force at street level
* Responsible for assigning open cabs and health and safety hazards to engineers to ensure they are fully productive
* Jeopardy management of both Virgin Media and our contract partner technicians.
* Checking any appointments that have been left unassigned to be dispatched to our engineers.
* making sure all engineers have customer appointments for them to start working day.
* To run a designated line for all field manager escalations
* Chair Daily Conference Calls with our Field Team Managers
* AIT- using ETA direct and Sage Quest to ensure a minimum of 95% of customer appointments are met within the scheduled time.
* Utilise national hourly run rate reports - Service and Install.
* Despatch customer appointments throughout the day including special needs appointment (vulnerable Customers)
* Despatch Hopper work to ensure full tech productivity (Missing Tlids, Hard disconnects, open cabs, damaged locks, Cut cables)
* Past pending - making sure all customer appointments not completed on the day are checked and resolved with the necessary customer contact.
* End of day Run down details any on the day reschedules broken down to HOD level.
* Jeopardy Managing contract partners that predominately cover our customer installations utilising the hourly run rate crews
* Failed appointments on the day are checked hourly and customers contacted.
* Work towards a National Completion Rate SLA of 95%
* Customer complaints assigned to FSOC worked hourly for quick resolution
* Inbound calls from in-house and contract partners to with regards to the on the day work
You will receive coaching and support in the role, with 2 weeks in a classroom environment with lots of support from the team.

Being part of a Virgin company means we don’t just want to be proud of what we do, we also want to love how we do it. Virgin Media values are used to inform and measure the behaviours that our people are expected to demonstrate when delivering against their objectives.
Join and you’ll be part of the Virgin Media family. We’re a great place to work - and we offer impressive benefits too! You will get a generous holiday allowance, contributory pension, discounts across Virgin Media products and Virgin brands!
Come and be part of something special Join us!