Virgin Media - Team Leader - Customer Retentions, Limerick.
About Virgin Media
Virgin Media is the leading connected entertainment cable and broadcast business in Ireland. Every day we deliver connections that really matter for Irish Consumers and Businesses with multi award-winning services including broadband, TV, mobile and home phone. Our Virgin Media Business division provides the fastest broadband speeds and connectivity solutions for entrepreneurs, businesses, and the public sector.
Virgin Media Television, our broadcast division, is Ireland’s number one commercial broadcaster offering three free-to-air channels: Virgin Media One, Virgin Media Two, Virgin Media Three, as well as the Virgin Media Player. We are a significant investor in home produced content, including news, current affairs, and drama, as well as offering the best in international programming. Virgin Media Sport and our 6 Extra Sport channels offer extensive sports coverage across the UEFA Champions League and the UEFA Europa League. Our advertising sales agency, Virgin Media Solutions, creates unique, innovative campaigns for our business and for third party clients across the UK and Ireland.
Virgin Media is part of Liberty Global, one of the world’s leading converged video, broadband and communications companies, with operations in six European countries.
About the Role
We are seeking a highly motivated and experienced Team Leader to lead our customer retention team. The primary focus of this team is to retain customers who have a range of products including broadband, TV, and mobile phone services. The successful candidate will have excellent leadership skills, a passion for delivering exceptional customer service, and the ability to manage and motivate a team to achieve their targets.
Specific Duties & Tasks
• Lead and manage a team of customer retention agents who are responsible for retaining customers who are at risk of leaving or cancelling their services.
• Develop and implement strategies to retain customers and reduce churn.
• Collaborate with other departments, such as sales and customer service, to ensure the team is aligned with overall business objectives.
• Monitor and analyse key metrics such as customer satisfaction, retention rates, and revenue to identify areas for improvement and drive performance.
• Coach and mentor team members, providing ongoing feedback and support to improve performance.
• Conduct regular performance evaluations, set performance targets, and work with team members to develop improvement plans.
• Ensure that the team provides excellent customer service and resolves customer complaints and issues in a timely and professional manner.
• Develop and maintain relationships with key customers and identify opportunities to upsell or cross-sell additional products or services.
Skills & Expertise:
• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in managing a customer retention team, preferably in the telecommunications industry.
• Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a team.
• Strong analytical and problem-solving skills, with the ability to analyse data and metrics to identify trends and opportunities for improvement.
• Ability to work under pressure, meet targets and handle multiple priorities simultaneously.
• Strong customer focus, with a passion for delivering exceptional customer service.
• Ability to work collaboratively with other departments and stakeholders.
• Excellent computer skills, with proficiency in MS Office and CRM systems.
The Person
If you are passionate about customer retention and have the leadership skills to motivate and develop a team, we want to hear from you.
Apply via this link.