About Company
At O2, part of Virgin Media O2, we’re at the forefront of the UK’s telecommunications industry, connecting millions of customers every day. We believe in creating a world where everyone can live a little richer, delivering innovative products and services that keep people connected and make their lives easier. Our commitment to our customers is unwavering, and we pride ourselves on exceptional service, cutting-edge technology, and a vibrant, inclusive culture where every voice is heard. We operate a vast network of customer service operations, including our critical call divisions, which are the frontline of our customer experience. Joining O2 means becoming part of a team that’s passionate about technology, dedicated to our customers, and committed to making a difference. We invest in our people, fostering an environment of continuous learning, professional growth, and personal development. If you’re looking for a role where you can truly impact customer satisfaction and lead a high-performing team within a dynamic, fast-paced environment, O2 offers an unparalleled opportunity.
Job Description
We are seeking an experienced and highly motivated Customer Relations Manager to lead a vital Call Division in our Birmingham operations. In this pivotal role, you will be responsible for overseeing the daily operations, strategic direction, and overall performance of a significant customer service call centre team. Your primary objective will be to ensure the delivery of exceptional customer experiences, resolve complex customer issues efficiently, and maintain high standards of service quality across all interactions. You will be instrumental in developing and implementing customer relations strategies that align with O2’s core values and business objectives, focusing on improving customer satisfaction, loyalty, and retention.
The successful candidate will lead, mentor, and motivate a team of Team Leaders and Customer Service Representatives, fostering a culture of excellence, continuous improvement, and customer-centricity. You will be accountable for setting and achieving key performance indicators (KPIs), managing operational budgets, and optimising resource allocation to meet service level agreements (SLAs). This role demands a proactive leader who can analyse performance data, identify trends, implement corrective actions, and drive process improvements to enhance operational efficiency and customer outcomes. You will also act as a key liaison between the call division and other internal departments, ensuring seamless communication and collaboration to resolve customer-impacting issues. This is an exciting opportunity for a proven leader to make a tangible impact on our customer relations strategy and elevate the service experience for thousands of O2 customers.
Key Responsibilities
- Manage and lead a large customer service call division, overseeing daily operations and strategic planning.
- Develop and implement customer relations strategies to enhance customer satisfaction, loyalty, and retention.
- Monitor, analyse, and report on key performance indicators (KPIs) and service level agreements (SLAs), driving performance improvements.
- Lead, coach, and develop a team of Team Leaders and Customer Service Representatives, fostering a high-performance culture.
- Manage operational budgets, forecasts, and resource planning to ensure efficient and effective service delivery.
- Identify process inefficiencies and implement continuous improvement initiatives to optimize call centre operations.
- Handle complex customer escalations and complaints, ensuring timely and effective resolution.
- Collaborate with other internal departments (e.g., Sales, Marketing, Technical Support) to improve the overall customer journey.
- Ensure compliance with all relevant company policies, industry regulations, and data protection standards.
- Stay abreast of industry best practices and emerging technologies in customer service and call centre management.
Required Skills
- Proven experience (5+ years) in a managerial role within a large-scale customer service call centre environment.
- Demonstrable experience in developing and implementing customer relations strategies and initiatives.
- Strong leadership and people management skills, with a track record of motivating and developing teams.
- Excellent analytical and problem-solving abilities, with proficiency in data-driven decision making.
- Exceptional communication, interpersonal, and negotiation skills.
- Proficiency in call centre technologies, CRM systems, and performance management tools.
- Ability to thrive in a fast-paced, high-pressure environment and manage multiple priorities effectively.
- In-depth understanding of customer service best practices and industry trends.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Certification in Customer Service Management (e.g., CCXP).
- Experience with Lean Six Sigma or other process improvement methodologies.
- Knowledge of the telecommunications industry and its regulatory landscape.
Perks & Benefits
- Competitive salary and performance-based bonus scheme.
- Generous holiday allowance, increasing with service.
- Comprehensive health and wellness programs.
- Pension scheme with company contributions.
- Access to exclusive O2 products and services discounts.
- Life assurance and income protection.
- Extensive learning and development opportunities, including leadership training.
- Supportive and inclusive work environment with employee resource groups.
- Gym memberships and cycle-to-work schemes.
How to Apply
Click on the application link below to submit your CV and cover letter. Please ensure your application highlights your extensive experience in customer relations management, particularly within a call centre division, and demonstrates your leadership capabilities and impact on customer satisfaction.