Group Support are responsible for executive and administration support across Virgin Media.
Professional Support
Responsible for providing administrative support to an identified team within the business
Role Purpose
To manage all orders received by the local Business Sales Support Administrator's (BSSA's) and input onto the correct system within agreed time scales. To capture and log all required information to allow stakeholders to correctly install products and bill accurately first time, ensuring all required fields and customer data is accurate. Making initial welcome call to customers' and set clear expectations on the next step's during the on boarding process. Supporting an overall positive on boarding journey for all customers, leading to improved NPS results and increased revenue
Key Accountabilities
The BSSA team will be responsible for order entry of all orders from sales onto the correct systems
To ensure that all administrative work required to complete customer requests is undertaken completely, in a timely fashion and of excellent quality
Be fully conversant with all systems to enable effective interrogation of these systems by accessing then on a daily basis for customer intelligence. Import any new information to these databases to ensure they are kept up to date, in line with DPA
Ensure quality targets are met
To satisfy customer enquiries (internal & external) on initial call whenever possible
To attend team meetings and contribute as necessary on their individual performance, any successes, failures, opportunities and threats
Work with Team Manager and department coaches in regular coaching and 1-2-1 sessions to constantly improve the quality of the service we offer to our customers (internal & external)
Work with all stakeholders as required to deliver a smooth sales to install experience for customers
Stakeholder Management
Work as part of the larger National Customer Service Team to ensure that a seamless quality of service is delivered across all areas of the business
Work with the Local BSSAs to ensure that the on-boarding process is smooth and timely
Work with Connect to ensure that orders are moved on to them in a timely fashion and that quality is of the highest standard
Processes and Policies
Ensure that all applicable processes and procedures are adhered to.
Ensure that the (internal/external) customer experience is considered at all times.
Comply with the Company Handbook, Code of Conduct, people policies and other published procedural guidance, such as equal opportunity, time away from work, resolving problems etc.
Be responsible for complying with the appropriate information security standards and guidelines and to take all reasonable precautions to protect the information accessed or used in your work.
Career Management
Be responsible for managing own career development to effectively support the customer and have the right business knowledge to perform the role.
Support company activities through ensuring we have a multi-skilled and flexible team.
Participate in available training to enhance ability in role.
Culture
Consistently champion and display the Virgin brand values
Essential Knowledge, Experience and Skills
Comfortable with all types of people and understanding of tailoring communication to audience - demonstrate flexibility in working style, being able to recognise others development/ learning/ behavioural styles
Demonstrable understanding of empathy and understanding in a customer focused environment
Excellent interpersonal, communication (verbal and written) and presentation skills
Demonstrable skills or development potential with regards to conflict management and resolution
Evidence of delivering a simply brilliant customer experience.
Flexibility and Strong organisational skills
Good decision making skills
Ability to manage change
Strong team skills with proven ability to work collaboratively
Desirable Knowledge, Experience and Skills
Great attention to detail to ensure accuracy at all times
Excellent time management / prioritisation skills
Team player with the ability to create excellent working relationships across the group, breaking down barriers and resolving potential conflicts swiftly and effortlessly
Able to think on feet and use initiative to solve problems and deliver solutions
Fun, hard working, innovative, original and personable
Diplomatic and respectful
Significant Administrative experience working in a customer focused driven environment
Experience of working and delivering in a target driven environment.
GCSE level or equivalent minimum Virgin Media - 12 months ago
