Field Performance Specialist, Virgin Media IE (Media Connect Division)

About Our Business:

Every day we deliver connections that really matter for Irish Consumers and Businesses through our open access fibre network and through working with our wholesale and wholebuy partners. Collectively in partnership with retailers, we deliver Irelands best consumer services including broadband, TV, mobile and home phone. Our Media Connect division provides the best connectivity services and retail partner solutions for Sky, Vodafone and Virgin Media customers.

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, 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 Sport and our 6 Extra Sport channels offer extensive sports coverage across the UEFA Champions League and the UEFA Europa League. 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 six European countries.

For further information please visit: www.virginmedia.ie

About the Role:

The primary objective of the role is to provide excellent customer service by providing the highest standards of Installation and Reactive Maintenance to our Hybrid Fibre Cable (HFC), Fibre to the Home (FttH) and Full Fibre networks (XGSPON). You will be working in our Field Services Department and will have a direct bearing on the quality of service we provide our customers. You will need to continuously adapt to ever changing technologies and market environment. You will be responsible for installation and support of services in homes and businesses and achieve set performance & quality KPIs.

The role is field based, with the majority of time working alone.
The hours are 37.5 per week worked over 5 days Monday to Saturday.
Willing to work flexible hours if called upon.
You will be required to work overtime to meet business demands

Specific Duties:

You will demonstrate a passion for delivering a best-in-class Customer Service
You will have a strong analytical mind & be extremely tenacious in problem solving
You will have strong inter-personal skills and enjoy interacting with our customers in resolving their issues
You will innovate and continuously adapt to the changing technology environment
You will be target oriented and results driven delivering on both customer and company requirements
You will continuously focus on cost efficiency ensuring that value is derived from all activities and opportunities for cost savings are identified and managed
You will never accept second best, constantly taking responsibility to drive performance
You will always strive to represent Virgin Media (Media Connect Division) to the highest possible professional standards in all aspects of your work and presentation
You will consistently adhere to our safety standards, identifying and addressing potential risks as part of your daily activity

Specific Tasks:

The position requires climbing ladders, lifting materials, working in chambers, ceilings, etc. and regular use of small hand tools and test equipment. Must be able to work in hot, moist and dirty chambers, and environments that are cold, windy, and undesirable for short-term exposure.
The position requires work in various locations predominantly customer homes and businesses, in close quarters in chambers, cabinets, attics and cross connect rooms. Regular sustained mental concentration and considerable physical effort is required. A high degree of fine finger and hand dexterity is required.

Skills & Expertise:

Experience in a similar role in a HFC, FttH, Telco or ICT environment.
College graduates with appropriate personal skills and qualifications should apply.
Teamwork orientated individual with ability to add positive team dynamic and openly share best practice.
Strong computer skills with good reporting abilities.
Strong communication skills

Qualifications:

Desirable: Experience in a similar role in a HFC, FttP, Telco or GPON, though full training will be provided.
Essential: A full clean B Class car driving licence

The Person:

Ability to work in a fast-paced environment and embrace change
A methodical approach to both daily tasks and project work ensuring deadlines are met
Explores opportunities by being resourceful and self-motivating
A ‘team player’ who can lead by example and inspire others daily
First-class problem-solving skills who gets to the heart of the matter

Virgin Media is an equal opportunities employer. Having a diverse workforce is critical to the success of our business

Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you. We’re a great place to work and we offer impressive benefits too. Get ready for a generous holiday allowance, birthday day off, contributory pension, healthcare and discounts on our fantastic mobile broadband and cable.

Field Performance Specialists

Benefits

Job Description