Jeopardy Management Operative

3 weeks ago

Prescot, United Kingdom Virgin Media Full time

Function:
Operations

Closing Date:
28/02/2023

We are looking for a Jeopardy Manager Operative (JMO) to join us here at Virgin Media 02 on a 12 month fixed term basis.

You will be accountable for the management and communication of all incidents and problems within Virgin Media that impact our residential customers. You'll be responsible for identifying and taking action to improve Networks Fault Management process and procedure. Working with all NMC teams, the JMO will be required to actively & effectively communicate outages and other issues affecting service levels across all products to affected areas of the business and customers. Relationship management is essential whilst working across internal and external departments to ensure resolution in a timely manner and with mínimal impact on customers.

This role is carries a shift pattern from 8am-10pm with typical shift options rotations of 8-5.30pm and 12-10pm. There are shift premiums available after certain hours, weekends and bank holidays.

Who we are

Key Accountabilities
- Identifying and highlighting lower priority outages that are impacting contact centre KPI’s and driving quicker fix.
- Support resolver groups to drive fix and ensure customer expectations are met.
- Working to agreed business SLA's and KPI's.
- Manage Remedy tickets and associated ICOMS fault tickets.
- Ensuring known error tickets are communicated to agents & customers including workarounds target fix times and commercial statements.
- Work with NMC's to reduce aged ticket numbers.
- Notification to NMC's of Remedy tickets approaching SLA deadlines.
- Liaising with third parties responsible for service restoration.
- Internal Escalation process across all network platforms.
- Participate in PIR to help identify root cause and impacts to customers / contact centres. Take actions to improve through to completion.

The must haves

In order to be considered, you must be able to provide examples of the following experience;
- Demonstrable knowledge of internet/broadband technologies and products to diagnose issues and trends in incoming call patterns.
- Previous experience using systems (ICOMs, CDFE, Cardie, Red Tools).
- Ability to produce timely, accurate and informative on-line reports.
- Demonstrates a high level of interpersonal, communication, influencing and negotiation skills.
- Can expertly analyse information for senior management via reports and impromptu face to face meetings.
- Must be able to work shift rotations of 8-5.30pm and 12-10pm.

The other stuff we're looking for

We'd also love you to bring;
- Previous experience within a helpdesk or NMC environment.
- Can demonstrate ability to take ownership of a problem or requirement.
- Ability to communicate effectively to both technical and non-technical audiences of all levels using various forms of communication.
- Strong team player and collaborator.
- Experience of analyzing, assessing and resolving complex technology requirements, problems and issues.

What's in it for you?

We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn't our style We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work life balance.

Next steps

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media O2 family.

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