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Customer Care Team Leader
Apply locations Limerick | Time type: Full time | Posted on: Posted 30+ Days Ago | Job requisition id: REQ_00037171
Customer Care Team Leader (12m Maternity Cover), Virgin Media Ireland
About Virgin Media:
Virgin Media is the leading connected entertainment cable and broadcast business in Ireland. We deliver connections that matter for Irish consumers and businesses, offering broadband, TV, mobile, and home phone services. 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 broadcaster, offering three free-to-air channels: Virgin Media One, Virgin Media Two, Virgin Media Three, and the Virgin Media Player. We invest in home-produced content, including news, current affairs, drama, and international programming. Our Virgin Media Sport and 6 Extra Sport channels provide extensive sports coverage, including UEFA Champions League and UEFA Europa League. Virgin Media Solutions handles advertising sales, creating campaigns for our business and third-party clients across the UK and Ireland.
Virgin Media is part of Liberty Global, a leading converged video, broadband, and communications company operating in six European countries.
For more information, visit: www.virginmedia.ie
About the Role:
Reporting to the Operations Manager, the Team Leader will be an excellent people manager with knowledge across operational, product, and support processes.
The successful candidate will lead a Customer Services Support Team of approximately 15 direct reports. You will be responsible for the end-to-end performance of your team, fostering a positive, proactive environment and working collaboratively across Virgin Media’s lines of business in customer care.
This is a highly visible role, critical to operations, with accountability for daily performance, performance management, quality, and metrics across a multidisciplinary team involved in all lines of business, including first and second-line activities. The Team Leader must possess exceptional leadership skills, influence change, motivate and mentor team members, and drive alignment across functions and sites.
Specific Duties & Tasks:
* Lead, coach, and develop your team proactively
* Drive your team to deliver excellent customer experiences
* Set, measure, and review KPIs through feedback mechanisms
* Develop and enhance customer care value within your team
* Manage customer issues, ensuring prompt resolution and escalation
* Identify service issues and suggest improvements
* Promote commercial awareness and offerings within your team
* Assess training needs and oversee training/coaching activities
* Support your manager and colleagues as needed
* Stay updated on procedures, products, and information
* Serve as a technical reference for team members
* Support other areas as required by business needs
Skills & Expertise:
* Experience in a fast-paced environment or busy contact centre
* At least 1 year of people management experience, especially in leading, motivating, and coaching teams
* Excellent interpersonal skills with the ability to build relationships and develop effective teams
The Person:
* Strong problem-solving skills and ability to get to the core of issues
* Effective communicator with an understanding of business impact
* Ability to work under pressure, embrace change, and adapt quickly
* Natural leader with motivational skills
* High attention to detail and quality orientation
* Organized with excellent time management skills
* Resourceful, self-motivated, and proactive
Virgin Media is an equal opportunities employer. We value diversity and inclusion in our workforce.
Join us and become part of the Virgin Media family. We offer impressive benefits including holiday allowance, birthday leave, pension, healthcare, and discounts on our services.
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Customer Care Team Leader
Location: Limerick | Time type: Full time | Posted on: Posted 6 Days Ago | End Date to apply: August 10, 2025 (12 days left)
About Us
Virgin Media is a leading connected entertainment provider in Ireland, offering broadband, TV, mobile, and home phone services. We are expanding our cable footprint to bring faster broadband to more communities. Our Virgin Media Television is Ireland’s top commercial broadcaster, with extensive sports coverage and original content. Our Virgin Media Business supports entrepreneurs, businesses, and the public sector with high-speed services.
Virgin Media is part of Liberty Global, serving millions across Europe with TV, broadband, mobile, and telephony services.
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