Customer Value Management Representative

About Virgin Media Ireland

Virgin Media Ireland operates the fastest broadband network in the country and is a premier provider of entertainment and broadcasting services. Serving millions of connections daily, it delivers award-winning ultrafast broadband, TV, mobile, and home phone services that keep the nation connected at high speeds. Its business division offers advanced connectivity solutions for entrepreneurs, small and medium-sized enterprises, large corporations, and public sector clients. Virgin Media Television is the top commercial public service broadcaster in Ireland, airing four free-to-air channels and a free streaming platform, offering a broad range of Irish and international programming. Virgin Media Ireland is part of Liberty Global Ltd., an internationally recognized technology and investment company managing multiple connectivity and technology platforms across Europe.

Key Responsibilities

• Deliver exceptional customer service that reflects Virgin Media’s core values.
• Support company growth by identifying and acting on upselling and cross-selling opportunities.
• Engage actively and persistently with customers to resolve their concerns and reduce service interruptions.
• Provide timely and proactive updates to maintain high-quality customer experiences.
• Own the entire customer journey to ensure a smooth and seamless service process.
• Meet agreed weekly targets and contribute positively to team and department objectives.
• Initiate outbound contacts with customers proactively.

Candidate Profile

• Prior experience in retention roles is essential.
• Skilled in both proactive and reactive customer retention strategies.
• Confident and effective in phone communication with customers.
• Hardworking with a positive, can-do attitude.
• Self-motivated and eager to grow professionally with support from the company.
• Strong problem-solving abilities, attention to detail, and high standards of work quality.
• Capable of working independently and cooperating effectively with team members to improve processes.
• Basic typing and computer skills are advantageous but not mandatory.
• Thrives in a fast-paced environment with varied challenges and opportunities.
• Willing and able to participate in weekly team meetings both in-office and virtually.

Requirements and Conditions

• Adoption of a hybrid work schedule with one week remote and one week working from the Limerick office.
• Minimum broadband speed of 5MB required to support remote work effectively.
• All initial training and coaching sessions are held full-time onsite in Limerick.
• Must have the ability to commute to the Limerick office according to business needs.

Equal Opportunity Statement

Virgin Media promotes an inclusive and diverse workforce, recognizing it as essential for business success.