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Making positive change happen

Our Mission

We help  organisations thrive by simplifying technology choices, transformation journeys, and digital resilience.

We aim to support our customers in their next stage of growth, next marketplace, or IT challenge with solutions and services that help optimise their business, people and technology.

With this in mind, we invest in people who can continue to solve every day challenges for the businesses we work with, and become the ‘helping hand’ when things get tough.

 

We are VCG

Our purpose at VCG is to harness the power of technology to help businesses thrive.

  • Customer First – We’re only successful if our customers are, and that drives everything we do. As a trusted partner we put ourselves in their shoes to deliver leading edge technology.
  • Focus on Solutions – We draw on diverse thinking and the power of the team to solve problems. We are experts in our industry offering the right solution at the right time.
  • Working Together – We are One Team, united by a common goal to deliver the best for our company and customers.

Rewards and Benefits

  • Competitive Pay
  • 25 Days Annual Leave
  • Life Insurance
  • Workplace Pension
  • Flexible Working
  • Competitive OTE for Sales
  • Cycle to work scheme
  • Social Calendar
  • Employee Recognition Scheme
  • Christmas event and gifts

Current Vacancies

Senior Security Consultant

As a Senior Security Consultant, you will be responsible for the planning, design and implementation of Network and Security projects. You will be a developing expert on the portfolio of Enterprise Cisco Network Solutions with a strong grounding in Security and an appreciation and understanding of the emerging technologies within the IT Security industry.

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Senior Security Consultant

This role requires the individual to operate as Senior Security Consultant in coordinating the control and completion of multiple highly technical projects while ensuring consistency with VCG strategy, service transition processes, commitments and goals.

Key Accountabilities:

  • Design and implement Network and Security solutions using technologies primarily from Cisco Systems and complimentary vendors.
  • Providing Technical Expertise and working with the Professional Services team in the execution of multiple highly technical workstreams
  • Work with Professional Services team to enhance automation with tools for deployment
  • Maintaining and improving technically through certification, both on a personal and company level
  • Track Security and industry developments for new software, tools and techniques
  • Commercial awareness of information provided to customers.
  • Articulate solution benefits to the VCG Sales Team
  • To engage and contribute to developing the security practice, reviewing new technologies and product sets within this practice
  • Retain Certifications mandatory to the job role

Skills & Experience

Key Skills and Experience would include but not limited to:

  • Design and implementation of Cisco ASA
  • Design and implementation of Cisco Identity Services Engine
  • Design and implementation of Cisco Intrusion Prevention Solutions
  • Design and implementation of Cisco Cloud Security Solutions
  • A minimum Three Years Industry Experience in this type of role
  • A solid grounding of Networks and their operation
  • Great interpersonal skills
  • Independence to manage Technical Projects
  • Integrate and work well within a team structure
  • Good standard of technical documentation construct and delivery

 Key Competencies

  • Cisco ASA & Firepower
  • SDA DNA
  • Cisco ISE
  • Cisco Umbrella
  • Cisco AMP
  • Cisco Security Group Tagging and TrustSec
  • Firewall vendors – Fortinet, Checkpoint, Palo Alto
  • RSA SecureID two factor Authentication
  • Remote Access Solutions
  • Endpoint Security – McAfee, Symantec
  • Cisco CCNP Security
  • Automation
    • Python
    • DevNet

 

 

Provisioning Coordinator

There is an exciting opportunity to join our fast paced, leading edge, organisation which is based in two regional offices, Stockport and Cheltenham. It will be a blended working model of office and home-based working.

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Provisioning Coordinator

There is an exciting opportunity to join our fast paced, leading edge, organisation which is based in two regional offices, Stockport and Cheltenham. It will be a blended working model of office and home-based working.

We are looking for a Provisioning Coordinator to join the VCG provisioning team.  You will manage and co-ordinate provisioning projects through to delivery and ensure a consistently high-quality implementation. Provisioning at VCG covers a wide range of exciting customers, technologies, and products. The team is closely linked to other VCG teams like Project Management, Procurement, Managed Service Desk and Finance.

VCG provides project and managed services into a wide range of industry sectors like Logistics/ Insurance/ Event Space/ Retail and Leisure. Primarily Cisco and Fortinet Solutions, underpinned by the provision of connectivity solutions and managed service support wrap.

You will have previous provisioning experience and be self-motivated to ensure a consistently high quality and professional delivery to our customers. Proven in world class customer communication and interaction, along with a very structured, methodical, and precise working approach.

You will be responsible for the coordination, implementation, execution, control, and completion of our provisioning orders, ensuring consistency, service transition, commitments and goals driven.

Job Responsibilities:

  • Provisioning delivery of services to our customers and Project teams, governance, reporting and controls to ensure effective provisioning delivery.
    1. Purchasing through procurement of required connectivity, equipment and services, provisioning & scheduling, engineering installations, arranging professional services resources.
    2. Provide world class customer communication and experience
    3. Professional documentation, internal and external
    4. Ensure provisioning delivery is timely, in budget, to scope and hits the desired quality
    5. Accurate invoicing and provisioning forecasting
    6. Professionally manage customer expectations and actions to resolution
    7. Documented BAU handover of provisioning workstreams to the service desk
    8. Provisioning reporting (RAG) and stakeholder engagement
  • Ensure leading and consistent communication within the business providing regular and effective customer and internal department updates.
  • Ensure provisioning processes are followed and administration is completed accurately, for new or ceasing services on the contracts.
  • Support the Project Managers where required on larger deliveries or work packages or meeting support.
  • Review provisioning signed works before accepting them into delivery.
  • Attend internal and external project meetings were appropriate
  • Ensure the quality of our 3rd Party suppliers, both service and engineering providers, to the standards we have established. Sign off processes
  • Liaise and communicate with all relevant company departments to ensure deliveries are communicated and the relevant departments are well briefed.
  • Undertake any other tasks as required in the operations of the business
 

Skills & Experience

  • Industry recognised qualification in project management. Prince / Agile is preferred but not essential. VCG base lots of our processes on the ITiL framework.
  • In depth knowledge of provisioning, across a range of technologies and IT services is preferred.
  • You will be someone who makes things happen and likes managing challenges to ensure the customer experience.
  • Proficient in project management software including MS Project is preferred. Excel is essential.
  • VCG also uses Autotask PSS, Sage, Salesforce and Union Street Abillity, as its core systems. Not essential as training will be provided.
  • The successful candidate will be a customer service ambassador and conscious they are the face of the Company during delivery.
  • As a commercial thinker you will be pragmatic and collaborative.

VCG commitments to you

  • A variety of exciting engagements with our amazing customers and leading-edge technologies and solutions
  • Investment in continued professional industry accredited training
  • An attractive remuneration package for salary, benefits, and holidays
  • Personal and professional growth and opportunities in a transforming and growing business
  • A healthy balance of home, customer location and office-based working
  • Expensed travel

Account Manager

We are looking for an Account Manager to join the VCG team!

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Account Manager

About VCG

VCG helps organisations thrive by simplifying technology choices and supporting businesses with managed services and IT solutions that help them grow in the digital economy.

Job Overview

We are looking for a driven and talented individual who is hungry to succeed in a technology sales environment, who can drive the core values of VCG into our marketplace. The primary responsibility for this role is identifying and growing VCG engagements with both existing and Net New customers.

The role of Account Manager is crucial in ensuring our customers receive the ongoing services and solutions to allow their business to exceed its goals and overcome challenges, by leveraging our Managed Services, Connectivity and Technology Solutions portfolio

By owning the commercial customer engagement from discovery to delivery, with the support of technical peers, the role is critical in ensuring VCG grows along with our customers.

Role Responsibilities

Key responsibilities will include but not limited to:

  • Build an understanding of your customers business and align that understanding to VCG’s offering.
  • Develop Key Stakeholder relationships within your customer base.
  • Utilise our Vendor relationships and Marketing channels to uncover new engagements.
  • Work effectively with other Internal Stakeholders
  • Ensure forecasting is accurate and inline with Target expectations through pipeline management.
  • Create and work in a collaborative environment that actively encourages VCG values.

Skills & Experience

Key Skills and Experience would include but not limited to:

  • Sales experience within the technology solutions industry.
  • Experience Selling Managed Services, Infrastructure Solutions and Connectivity.
  • Activity planning, time management and attention to detail.
  • Good interpersonal skills.
  • Stakeholder Management.

Personal Qualities

  • Ability to cope under pressure and prioritise work accordingly
  • Willingness to travel through sales territory
  • Good at teamwork with internal and external stakeholders
  • Adaptability approaching challenging tasks with a “can-do” attitude.

Key Expectations

  • Meet and Exceed Gross Margin Targets and KPIs.
  • Develop customer base from New Business engagements.
  • Develop competent understanding of Industry and Process.
  • Manage and Own individual forecasting through our CRM tool (Autotask).

Learning and Development

  • Inhouse Onboarding Programme.
  • Individual Progression Plan tailored to your career aspirations.
  • Vendor/Partner Led Training Initiatives.
  • Continuous Internal Training and Skills Workshops.

Equal Opportunities: We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work: Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK

No agencies please.

 

Finance Assistant

We are looking for a Finance Assistant to join the VCG team!

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Finance Assistant

About VCG

VCG helps organisations thrive by simplifying technology choices and supporting you with managed services so that our customers can consume secure and cutting-edge solutions easily.

Job Overview

The newly created Finance Analyst role will work closely with the commercial business partner, supporting in the provision of financial management information and decision support to the senior management team, to support the delivery of financial results

Role Responsibilities

  • Support in data cleanse of financial information held within the business systems
  • Produce departmental reports to ensure that the senior leadership team have a robust financial understanding of their position against budget and forecasts
  • Support in the production of fortnightly trading management information
  • Support in the production of budgets and forecasts
  • Supporting gathering commentary on variances and Risks & Opportunities against financial forecasts
  • Ongoing development of standard and ad-hoc reporting
  • Monthly calculation of sales commission payments
  • Provide ad-hoc financial support for the Commercial Business Partner and Group Accountant

Skills & Experience

  • Educated to graduate level, preferably in finance/business
  • Knowledge of Microsoft office 365, particularly Excel
  • Strong analytical and problem solving skills

Personal Qualities

  • Ability to work to tight deadlines and prioritise workload
  • Excellent communication skills
  • Excellent attention to detail
  • Maintain confidentiality in line with company policies and procedures
  • Ability to work on your own and within a team
  • Driving new initiatives and bringing your own ideas to the table to make a positive impact

Equal Opportunities:

We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work:

Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK

To apply:

Forward your CV and cover letter to Elizabeth.Marshall@VCG.Group

Marketing Campaign Manager

We are looking for a Marketing Campaign Manager to work alongside Marketing and Sales and drive demand generation for tactical business initiatives.

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Marketing Campaign Manager

About VCG

VCG helps organisations thrive by simplifying technology choices and supporting businesses with managed services and IT solutions that help them grow in the digital economy.

Job Overview

The successful candidate will be driving the demand generation strategy alongside with the Marketing team, and also manage the overall campaign calendar, execution and development of the campaign strategy, including measurement and analytics to ensure we are achieving ROI.

The role is key to the customer journey and go-to-market engagements for VCG, helping us increase brand awareness and revenue.  You will have the chance to interact with stakeholders from across the business to ensure we are nurturing our database with insightful, relevant and educational content to drive demand generation.

You will be working with a small marketing team and will have access to training and development; you will also be be able to attend customer and industry events while getting involved in some of the exciting vendor partnerships that VCG have.

Key Responsibilities

The suitable candidate will have excellent project management skills, confident in dealing with internal stakeholders and third parties to produce the right level of content, while staying on top of all success stories, publishing relevant marketing output and resources.

You will be working with the Head of Marketing to ensure product content, market segmentation and campaign calendar are aligned to our strategic priorities, marketing plan and marketplace requirements; you will also have significant access oto vendor resources, information and training on technology and IT solutions that our customers consume.

You will be supporting the Account Managers and the wider sales teams in their market initiatives and work with Head of Marketing, the Business Development Managers and the Account Managers to make sure the right marketing mix and channels are used to reach specific target audiences.

Skills and experience

Essential

  • Experience with Hubspot, Salesforce or similar CRM tools
  • Good knowledge of digital marketing tools
  • Experience using marketing automation platforms, data management, segmentation and marketing lists
  • Strong understanding of marketing campaign processes and requirements
  • Experience working in lead generation and marketing campaigns in a corporate environment, in-house or agency side, B2B.
  • Confident personality with a positive attitude and ability to turn around marketing initiatives quickly
  • Excellent written and communication skills are vital with the ability to take/brief in campaigns

Advantageous

  • Digital marketing measurement and optimisation experience
  • Google analytics and Google Console knowledge
  • Automation and lead journey experience
  • Telecoms, technology or IT background
  • Copywriting skills

Personal qualities

  • Resourceful and adaptable candidates, approaching challenges with a ‘can-do’ attitude.
  • Ability to cope under pressure and prioritise work accordingly
  • Engaging and driven personality
  • Ability to work on your own and within a team
  • Driving new initiatives and bringing your own ideas to the table to make a positive impact.

Equal Opportunities:

We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work:

Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK.

Sales Support Manager

We are looking for a Sales Support Manager to join our team and foresee the sales process and procedures from pre-Sales through to the post sale.

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Sales Support Manager

Job Overview & Key Accountabilities

About VCG

VCG provides project and managed services into a wide range of industry sectors like Logistics/ Insurance/ Event Space/ Retail and Leisure. Primarily Cisco and Fortinet Solutions, underpinned by the provision of connectivity solutions and managed service support wrap.

Summary:

The primary function of the role will be underpinning the Sales process and procedures from pre-Sales through to the post sale. This will include working closely with the customer ensuring that each step of the process is clearly communicated to the customer and the relevant Account Manager. This will also include working closely with Procurement and Service Delivery, ensuring ordered equipment details including delivery dates and times are relayed to the customer.

Dealing with all general incoming and outgoing correspondence, both via post, phone and email. Providing comprehensive administrative support to the company Directors and the Axonex Sales team as required and also liaising with clients and suppliers.

Roles and responsibilities

  • Primarily providing administrative support to the Sales and Marketing department
  • Liaising with the customer on product delivery and professional services dates
  • Liaise closely with all VCG functional departments to provide updates of any order amendments
  • Providing administrative support to the directors and technical department
  • Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails
  • Producing and managing Sales Quotes / Orders / Deal registrations
  • Route qualified opportunities to the appropriate account manager for further development and closure
  • Provide back orders and lead time updates to customers and sales representatives
  • Dealing with Partners and Suppliers
  • Managing Cisco service contracts
  • Planning and arranging logistics and distribution
  • Work with Sales, Cisco and other vendors to create and maintain renewals/leads process and pipeline of business opportunities
  • Participate in the implementation of plans such as sales and marketing initiatives
  • Gather, record and maintain customer contact information
  • There may be the opportunity to go help out in other areas such as Marketing
  • Analyse customer accounts and proactively identify new sales opportunities
  • Manage programs that maximise product margins, co-marketing opportunities and rebates
  • Analyse, review and communicate all available Sales reports on a monthly basis.
  • Participate in management meetings and take responsibility for sales improvement initiatives and other assigned action items

Skills & Experience

  • Advanced Microsoft skills in Power Point, Excel, Word
  • Customer service focused
  • Demonstrable commercial acumen
  • Excellent communication and time management skills, with proven ability to manage and prioritise multiple activities, without direct supervision in a fast-paced environment with tight deadlines
  • Excellent verbal and written communication skills
  • Ability to work cross-functionally
  • Report writing
  • Experience in a customer facing environment

Key Competencies

  • Critical thinking and problem solving skills
  • Planning and organising
  • Communication skills
  • Influencing
  • Team work
  • Negotiation

VCG commitments to you

  • A variety of exciting engagements with our amazing customers and leading-edge technologies and solutions
  • Investment in continued professional industry accredited training
  • An attractive remuneration package for salary, benefits, and holidays
  • Personal and professional growth and opportunities in a transforming and growing business
  • A healthy balance of home, customer location and office-based working
  • Expensed travel

Equal Opportunities:

We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work:

Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK”

Customer Experience:

VCG is committed to delivering the best experience to its customers, to enable them to succeed and grow with us as their partner. Delivering excellent Customer Experience is something that affects all departments and all employees. As a VCG employee, you are responsible for ensuring that we maintain a good relationship with our customers, maintain our Customer Experience partner accreditations, and support your colleagues in their roles in delivering customer success. You are expected to undertake any relevant training for Customer Experience promptly and follow continual improvement processes to identify opportunities to develop customer’s experience with VCG.

To apply:

Forward your CV and cover letter to Elizabeth.Marshall@VCG.Group

Sales Support Administrator

We are looking for a Sales Support Administrator to join our team and manage sales processes and procedures alongside the wider Sales Support Team.

Read full job description

Sales Support Administrator

About VCG

VCG provides project and managed services into a wide range of industry sectors like Logistics/ Insurance/ Event Space/ Retail and Leisure. Primarily Cisco and Fortinet Solutions, underpinned by the provision of connectivity solutions and managed service support wrap.

Summary:

The role is to support the sales team with their administrative tasks from pre-Sales through to post sale. This will include working closely with the customer and the relevant Account Manager or Business Development Manager.

There will also be close involvement with the procurement team and distributors to ensure all orders are processed efficiency and the customer receives the highest standards of care.

Roles and responsibilities

  • Primarily providing administrative support to the Sales and Marketing department
  • Answering Phones and managing the sales team members emails
  • Producing and managing Sales Quotes / Deal registrations
  • Dealing with customers, partners and suppliers
  • Liaise closely with all relevant departments to provide updates of any order amendments
  • Maintaining the pipelines of your Business Development Manager & Account Manager(s) and updating opportunities with progress.
  • Recording all renewals as business opportunities prior to the contract expiry
  • Setting up new contracts for the service desk
  • Processing orders, including raising procurement requests and ensuring all relevant documentation is in place.
  • Participate in the implementation of sales and marketing initiatives
  • Gather, record and maintain customer contact information
  • Route qualified opportunities to the appropriate account manager for further development and closure
  • Ad hoc administrative tasks
  • Assisting with customer and billing queries where appropriate

Skills & Experience

 

·       Proven experience in administrative roles

·       Previous experience in a sales or customer facing role would be advantageous

  • Experience or an interest in the IT sector would be beneficial but is not essential
  • Customer Service focused
  • Excellent verbal and written communication skills
  • Ability to prioritise and manage multiple activities, without direct supervision in a fast-paced environment

·       A team player with high level of dedication

·       Ability to work to tight deadlines

VCG commitments to you

  • A variety of exciting engagements with our amazing customers and leading-edge technologies and solutions
  • Investment in continued professional industry accredited training
  • An attractive remuneration package for salary, benefits, and holidays
  • Personal and professional growth and opportunities in a transforming and growing business
  • A healthy balance of home, customer location and office-based working
  • Expensed travel

 

Equal Opportunities:

We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work:

Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK”

Customer Experience:

VCG is committed to delivering the best experience to its customers, to enable them to succeed and grow with us as their partner. Delivering excellent Customer Experience is something that affects all departments and all employees. As a VCG employee, you are responsible for ensuring that we maintain a good relationship with our customers, maintain our Customer Experience partner accreditations, and support your colleagues in their roles in delivering customer success. You are expected to undertake any relevant training for Customer Experience promptly and follow continual improvement processes to identify opportunities to develop customer’s experience with VCG.

To apply:

Forward your CV and cover letter to Elizabeth.Marshall@VCG.Group

Enterprise Networks Solutions Specialist

We are looking for an Enterprise Networks Solutions Specialist to join our winning technical team!

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Enterprise Networks Solutions Specialist

About VCG

VCG provides project and managed services into a wide range of industry sectors like Logistics/ Insurance/ Event Space/ Retail and Leisure. Primarily Cisco and Fortinet Solutions, underpinned by the provision of connectivity solutions and managed service support wrap.

Job Overview

The Pre-Sales Technical team is responsible for providing technical solutions to new & existing customers on technology solutions defined within the VCG service catalogue.

The consultant will provide technical assistance and guidance during the pre-sales process by identifying customers technical and business requirements, prior to designing a solution, consulting with technical teams about capabilities, and supporting sales teams, account managers and partners on proposal activities.

You are responsible for actively driving and managing the pre-sales process with direct and channel customers and thus must be able to articulate the company’s technology and product portfolio, positioning to both business and technical users. The demands of this role are such that you should have a good technical knowledge, excellent customer facing skills and commercial awareness.

Skills and Experience

  • At least 2 years within a pre-sales role would be advantageous
  • Extensive Pre-Sales experience in designing and deploying Cisco Enterprise Wired and Wireless Networks
  • A strong interest in technologies with awareness of customer business applications and challenges.
  • Previous experience of requirements gathering, design and solution building and the ability to replicate this in a commercial setting
  • Ability to develop effective working relationships internally at a variety of levels and work closely with commercial departments such as sales, operations and Project Management Office
  • Good presentation skills to articulate and present solutions to customers
  • Excellent written and Verbal skills
  • Solid Microsoft skills in Office, Visio, Excel, PowerPoint Etc

Competencies

  • Ability to cope under pressure and prioritise work accordingly
  • Ability to learn and take on new technologies
  • Organised and analytical, able to eliminate sales obstacles through creative and adaptive approaches
  • Shares information, advice, and suggestions to help others to be more successful; provides effective coaching to the Sales Department.
  • Tailors written communications to effectively reach an audience
  • Good Decision-making
  • Fosters Team work
  • Adaptability approaching challenging tasks with a “can do” attitude

Qualifications / Requirements

  • Cisco CCNP Routing and Switching
  • Cisco Meraki CMNA or capability demonstrated
  • Willingness to travel through sales territory
  • Full driving license

Equal Opportunities:

We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work:

Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK”

To apply:

Forward your CV and cover letter to Elizabeth.Marshall@VCG.Group

Customer Experience Manager

VCG are looking for a Customer Experience Manager to work with the VCG leadership team to define the VCG CX strategy and to translate this strategy into a stretching but realistic CX Transformation delivery plan. The Customer Experience Manager will develop a cross-functional team to define and deliver the CX Transformation delivery plan and will report progress vs. plan as part of the VCG Transformation Programme.

Read full job description

Customer Experience Manager

About VCG

VCG provides project and managed services into a wide range of industry sectors like Logistics/ Insurance/ Event Space/ Retail and Leisure. Primarily Cisco and Fortinet Solutions, underpinned by the provision of connectivity solutions and managed service support wrap.

Job Overview

You’ll be a methodical, organised individual with proven experience of using ‘Voice of the Customer’ analysis tools to build a fact base of what ‘Critical to Quality’ from a customer perspective. You will use customer verbatim and process performance data to make the case for process and service improvements and will have the tenacity to hold colleagues at all levels of the organisation accountable for understanding and fulfilling the needs of our customers.

You will explore opportunities to streamline and improve all touchpoints across the E2E customer journey from initial customer contact with VCG, through the sales and project delivery processes to onboarding customers into VCG managed service support. You will help VCG deliver the changes required to ensure that we are helping our customers fully adopt and exploit the solutions that we deliver through the implementation of Customer Success Plans. Alongside the VCG wide CX Transformation, you will also support the wider business in embedding CX Business Plans agreed with Partners.

Roles and responsibilities

  • Deliver the VCG Customer Experience (CX) Strategy and continually develop it with the leadership team to ensure that it meets our customer’s evolving needs
  • Embed a customer-centric culture in the business by engaging with colleagues at all levels to ensure they understand their role in delivering the best possible experience for our customers
  • Translate the VCG Customer Experience Strategy into manageable deliverables that can be assigned owners and delivery dates (and be tracked through the CX Transformation delivery plan)
  • Map the E2E VCG Customer Journeys including all customer contact points and existing pain-points
  • Visualise ‘as is’ vs. ‘to be’ CX capability – and show qualitative and quantitative improvement opportunities
  • Work with business leads and the Transformation team to drive the implementation of new system, process, and people capabilities required to improve customer experience
  • Identify opportunities to deliver a fully digital E2E Customer Journey e.g., proactive alerting to keep customers informed of the progression of their orders – through to enabling customers to self-serve for common enquiries through our customer portal. Work with the Transformation team to convert these opportunities into reality
  • Define and implement a robust process for capturing data to enhance our ability to understand the needs of our customers and to support customers in adopting the full potential of the technology and services that VCG provide
  • Project management – planning initiatives, executing solutions and tracking deliverables through to completion
  • Business case building – quantify the customer and financial benefits of changes to our E2E Customer Journeys

Benefits realisation – ensure that VCG are maximising opportunities to monetarize customer experience improvements e.g., through Opex reduction opportunities (e.g., through reducing failure demand) and through Partner rebate programmes linked to successfully delivering Customer Success Plans.

Skills & Experience

  • Proven track record of customer experience and customer journey management (5 years+)
  • Experience of interviewing customers and gaining an in-depth understanding of what is critical to quality across the E2E customer journey
  • Knowledge of business process analysis and design techniques, including the use of modelling tools e.g., demand flow analysis
  • Experience of benchmarking customer journey performance with competitors and best in class service providers
  • Demonstrable project delivery experience
  • Team player with drive and initiative
  • Flexible, enthusiastic, proactive, and pragmatic approach to work
  • Ability to mobilise and motivate a cross-functional delivery team
  • Excellent interpersonal and communication skills
  • Articulate and friendly approach
  • Lean Six Sigma certification (desired)

VCG commitments to you

  • A variety of exciting engagements with our amazing customers and leading-edge technologies and solutions
  • Investment in continued professional industry accredited training
  • An attractive remuneration package for salary, benefits, and holidays
  • Personal and professional growth and opportunities in a transforming and growing business
  • A healthy balance of home, customer location and office-based working
  • Expensed travel

Equal Opportunities:

We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work:

Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK”

Customer Experience:

VCG is committed to delivering the best experience to its customers, to enable them to succeed and grow with us as their partner. Delivering excellent Customer Experience is something that affects all departments and all employees. As a VCG employee, you are responsible for ensuring that we maintain a good relationship with our customers, maintain our Customer Experience partner accreditations, and support your colleagues in their roles in delivering customer success. You are expected to undertake any relevant training for Customer Experience promptly and follow continual improvement processes to identify opportunities to develop customer’s experience with VCG.

To apply:

Forward you CV and cover letter to Elizabeth.Marshall@VCG.Group

Send us your CV

Fill in the form below and attach your CV and we’ll get back to you with any potential roles:

  • If you’re applying for this position via a VCG colleague referral, please state their name above.
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