UK (Multiple Locations: Sheffield, Manchester, Teesside) | Full-time

At Virgin Media O2, we’re on a mission to deliver brilliant customer experiences every time We’re looking for a Business Improvement Manager to help us drive performance across our Sales and Retentions operations

About the role

As a Business Improvement Manager, you’ll play a pivotal role in improving customer satisfaction and operational performance across multiple contact centre environments and partner locations.

You’ll use data, insight and strong stakeholder engagement to identify opportunities, influence change, and deliver measurable improvements.

What you’ll be doing

• Driving improvements in customer satisfaction (CSAT) across multiple business areas
• Analysing performance data and turning insights into actionable improvement plans
• Collaborating with internal teams and external partners to ensure consistent delivery excellence
• Managing customer feedback systems and tools (including Qualtrics) to optimise insights and outcomes
• Creating governance frameworks and audits to ensure high-quality, consistent processes

What we’re looking for

• Experience in a contact centre or customer operations environment
• Strong stakeholder management and influencing skills
• A track record of delivering business improvements or transformation programmes
• Excellent communication skills with the ability to tell compelling stories through data
• Commercial awareness and a focus on customer-first outcomes

Why Virgin Media O2?

We’re a business built on connection, innovation, and inclusivity You’ll join a team that values fresh thinking, empowers people to make a difference, and provides opportunities to grow your career.