Contact Centre, Operations Graduate, Virgin Media Ireland

Duration - 2 Years

Location – 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 thousands of people, with multi award-winning services including superfast 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 public service broadcaster offering four 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 More, a platform exclusive channel for Virgin TV customers, offers the very best of first look premium content, including ground-breaking Irish and International drama, documentaries & sport. 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 seven European countries. Liberty Global is a founding member of the European Green Digital Coalition and is included in the prestigious Dow Jones Sustainability World Index. Following the challenges brought about the global pandemic, the power of connectivity to deliver positive, meaningful change to people’s lives has never been clearer. Our inclusion in these prestigious indices for the ninth year running attests to our long-standing commitment to the importance of sustainability and ensuring that we are strong corporate citizens as well as responsible stewards of the environment across the markets in which we operate.

For further information please visit: https://www.virginmedia.ie/business/

Programme Overview:

Our Contact Centre operations graduate scheme will put you right at the forefront of one of Ireland’s most recognised brands. Whether it’s TV, mobile, home phone or super-fast broadband services, at Virgin Media Ireland we’re completely focused on making our customers lives easier, richer and a little bit more fun. Our graduate scheme places you at the heart of Virgin Media’s operation. You’ll be right at the forefront, working with a bunch of people who are free-spirited, capable of coming up with their own ideas and given free rein to put their talents to their best use. It’s a diverse and challenging opportunity for a resilient all-rounder with outstanding communication skills, commercial acumen and the confidence to challenge the status quo.

During the rotations you will spend time learning about key areas of our business: Operational acumen associated with Customer Care, Bot automation, Self-Service opportunities, and Partner Management.

In the Contact Centre, our goal is to deliver excellence. We do this through delivering business objectives including revenue growth, improved customer NPS, loyalty and adoption of key products and services, but also improving both customer and employee systems and tools. There is a relentless desire to support our people to develop and achieve more.
This is a great opportunity to gain some hands-on experience while making a real impact in the transformational journey we are on at Virgin Media Ireland.

The good things that will happen:

It goes without saying that we’ll give you all the support you need to develop your skills with both training and varied experiences. Here is a flavour of the hands-on experience you will gain;

• Demonstrable contact centre operational understanding, commercial awareness, change management and strong leadership capabilities in a single site environment

• Demonstrate a strong track record of problem solving and very strong analytical skill capability as you will be required to look at and find solutions for a variety of operations problems. Look at the difficulty - and fix it. Good timely decisions will need to be made on a regular basis

• Demonstrate ability to manage, motivate, and influence work & team behaviours. Proven history of driving operational efficiencies through the consistent performance management of a direct team, while also influencing a positive, innovative and engaging environment across a broader multi-site department

• Demonstrable track record of creating a customer centric culture of Customer Experience within a team to provide exceptional experiences for customers & employees

• Proven ability to work under own initiative to make decisions that deliver results through others within tight timelines, service levels and to a consistently high standard

• Experience in delivering commercial growth & value creation through brand advocates on your team leading to consistent cross/up sell and customer retention

• Proven track record as a people manager with end to end responsible for the performance of a large team

• It’s an energetically paced digital marketplace where projects can change direction with the click of a mouse

About You:

You’ll need to be able to move with the times and make quick-witted decisions, even if you don’t have all the information at hand. You will be passionate about all things Operations and have a natural desire to get to the heart of the matter! You will want to showcase your great communication, organizational and analytical skills to help us create something special.

You will have completed a business-based degree with a min 2:1 qualification and hold a valid visa to work in Ireland for the duration of this programme (August 2024).

If this is not your ideal job, please visit our career page to view all our open vacancies; http://www.virginmedia.ie/careers