Serviceability Desk Analyst


Time Type

Full time


Competitive Salary


Amazing Benefits

Close Date


Area of Business

Customer Contact Centres, Data Insight & Analytics


Gateshead - The Dukeries Dukesway West

Job ID 00020702

About the role

As we enter one of the most exciting times in our history we are looking for a Serviceability Desk Analyst that oozes our Virgin values and embraces the on-going ways of working within Liberty Global.

What will you be doing?
You will be identifying the Virgin Media network serviceability to customers before the point of sale, ensuring appropriate sales targeting, through analysis of existing Virgin Media records.

Key Accountabilities:
•Analyse existing Virgin Media records, including GIS Mapping Systems and House File Records, to identify the appropriate serviceability rating of customer sites based on distance to network.
•Identifies risks and takes ownership for resolving issues that impact on the customer order, facilitating between departments to resolve problems, to find mutually acceptable solutions for the customer and the business.
•Delivers against KPI’s and influences and negotiates with other support departments to ensure they also deliver to agree SLA’s.
•Report on any failures and feedback to relevant parties as well as conducting root cause analysis and quality checks.
•Managing customer/business records and databases, establishing processes to source and maintain key information, whilst ensuring compliance.

Are you right for the role?
So it’s the moment of truth, right? What are we looking for in the successful candidate?
•Understanding of and passion for delivery of excellent service to internal and external customers.
•Administration role experience is preferred
•Excellent communication skills
•Good attention to detail and excellent analytical skills
•Flexible and responsive to changing requirements
•Competent in the use of all Microsoft Office systems
•Prior knowledge of GIS Mapping Systems and Database Records preferred but not essential

Salary: 19-22k + excellent benefits which include:

Pension - Up to 20% (matched up to 10% employee, 10% employer)
Holiday - 25 days (plus your birthday and bank holidays on top!)
Private Medical, Life Assurance, Dental and the ability to buy/sell holiday, opt in to our Share Save and many more salary sacrifice schemes

What to do now?
If this role sounds right up your street, then click apply to send through your profile.

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