Customer Care Representative jobs in United Kingdom

Senior Manager, Customer Experience and Analytics page is loaded## Senior Manager, Customer Experience and Analyticslocations: Londontime type: Full timeposted on: Posted Todayjob requisition id: REQ\_00037831nexfibre is a £4.5 billion joint venture between Infravia Capital Partners, Liberty Global and Telefónica. It has been formed to deliver ultra-fast full fibre broadband to up to 7 million homes across the UK.Together with our strategic partner Virgin Media O2, we will create the first national scale competitor to BT Openreach and will provide consumers and businesses across the UK with better innovation and choice.We operate a wholesale business model; our customers are broadband ISPs and B2B resellers and customers. We do not operate a retail broadband business## **Job Purpose**As a fundamental part of the nexfibre activity, we need to make sure that we offer the best possible service to our customers. In order to achieve that, this role will make sure:nexfibre has a detailed understanding of the processes followed by VMO2 to deliver services, define and track the required KPIs (in agreement with VMO2) to monitor the customer service assurance, agree service performance targets in customer operations with VMO2, analyse the service performance, benchmark service performance against competitors, identifying best practices, drive and track any service improvement actions required, analyse potential solutions to help improve the service provided to end customers and ISPs, drive the analytics capabilities required by the nexfibre business including all functions, engage with VMO2 to ensure the aggregation of all asset and operational data required by nexfibre related to its own operation, customers and assets.This role will work closely with the different nexfibre functional teams to ensure the correct data gathering prioritization. It will partner specifically with the Commercial team within nexfibre to define and track SLAs with ISPs and to support them in any interactions with customers related to service assurance and any required improvement actions.## **Key Accountabilities:**In this role you will:* Responsible for the achievement of the established service performance targets for nexfibre.* Responsible for compliance with service performance regulatorily or legally required targets.* Define service performance KPIs to be tracked to control and improve customer experience with the nexfibre service.* Compile all service impacting processes from VMO2 related to nexfibre service delivery and assurance in customer operations. It will include main customer operations processes related to customer service delivery and customer incidents resolution or customer requested works.* Benchmark nexfibre service performance against main competitors, identifying areas for improvement in nexfibre service and associated processes and tools.* Review tools being used for nexfibre and potential new solutions to improve the service provided to customers or analytic capabilities required by the business.* Support the commercial area in providing service to ISP customers and any analytical capabilities required.* In coordination with VMO2, analyse service performance KPI targets and define service improvement plans.* Track agreed service improvement plans.* Prioritise data and analysis requirements from the nexfibre business. Define with VMO2 and any other required parties the plans for gathering the required data.* Track the delivery and quality of data received by nexfibre from any external partners.* Coordination of different priorities from multiple stakeholders, ability to rank asks in relation to the context and requirements.## **About You**At nexfibre, we’re building a culture that attracts, develops, and retains top talent. Our values are Open, Fast, Simple. Our team is driven, high-performing, and thrives in a fast-paced, ever-evolving digital infrastructure industry. We’re looking for people who share our passion for connecting communities, driving innovation, and delivering the next generation of full-fibre networks across the UK.The successful candidate will bring the following attributes and skills:## ## **Skills & Experience*** Experience in fixed network operations, with knowledge of network and/or customer operations processes* Experience in managing service performance KPIs and related processes.* Experience in defining and managing service improvement plans.* Good knowledge of customer operations processes for fixed communications service assurance.* Management of customer service quality and experience, with a strong customer orientation.* Good awareness of project and program management tools, methods, and processes ideally gained in a Telco environment.* Understanding and experience in compiling and prioritising business data requirements, and managing complex data delivery programs.* Supports teamwork, works cooperatively and effectively with others to resolve problems and can make decisions that enhance organisational effectiveness and efficiency* Ability to present complex information in a way that is straightforward to understand and capable of influencing key stakeholders (internal and external).* Strong attention to detail but with the adaptability and strategic thinking to manage conflicting priorities.* Excellent communication, presentation and project management skills.* Self-sufficient, comfortable with working autonomously as well as in cross-functional teams and proactive in providing communications to senior leaders.* Ability to confidently assess and challenge 3rd party forecasts, risks and assumptions.* Adept at Excel and PowerPoint. Ideally, also, more advanced analytic tools and geoanalysis.### ## **Benefits*** Competitive salary and bonus scheme* 25 days’ annual leave, plus the usual 8 UK Bank Holidays* Bupa private healthcare coverage* Access to wellbeing and mental health benefits such as the WeCare app, critical illness cover, dental & optical insurance* Pension contribution matched up to 10%* Access to our car benefit scheme via Tusker and our Cycle to Work scheme* Virgin Media / O2 discounts and offers## ## **Location**The business is currently based in our office in Paddington. The position is full time, hybrid with 3 days based in the office. Nexfibre is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology.Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.With our investments in fibre-based and 5G networks we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.We’re creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands