Customer Service Advisor

Salary: £22,308 per year

In the role of Customer Service Advisor you will be instrumental in delivering meaningful customer service to our TV, telephone, broadband and mobile customers. Your main responsibility will involve resolving complex customer queries to ensure a seamless experience and enhance value for both customers and Virgin Media O2.

As a Customer Service Advisor, you’ll be working with some of our most vulnerable customers to address their enquiries with empathy, taking full ownership of the process until the customer is satisfied with the resolution. Your ability to understand and promptly address their needs will establish you as an expert in this role, fostering trust in us as a company and leading to continued loyalty from our customers.

Our team is dedicated to delivering a compassionate service, resolving issues promptly, and meeting our quality related goals to ensure our customers have complete satisfaction.

Who we are

Virgin Media O2 is the UK's fastest broadband network and one of the nation's most-loved mobile brands. As one of the country's biggest companies, we're expanding our offering to millions of new customers. Our goal is to provide more choice and better value while championing customer satisfaction.

We’re an equal opportunities employer working hard to remove bias and barriers for our people and candidates, we build equity and inclusion into everything we do so you can be your authentic self throughout your application journey.

The must haves

• You must live within a commutable distance of our Manchester office
• You must be able to work some weekends (approximately 20% of your schedule, which will come with enhanced pay)

The other stuff we are looking for

• Empathy combined with excellent communication and listening skills
• Be comfortable working in a fast-paced environment where the customer always comes first
• You’ll be passionate about building great relationships with our customers
• Prior experience in customer service is beneficial, though not essential

What's in it for you

We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

You’ll find the full list of benefits on our careers site, including:

• A basic salary of £22,308.
• 20% uplift for every hour worked on a Sunday.
• 20% uplift for every hour worked after 8pm, 7 days a week (already get this on a Sunday).
• 25 days’ annual leave, UK bank holidays, and your birthday off, to treat yourself.
• An excellent pension scheme, matching up to 10%.
• Access to wellbeing benefits such as the BUPA medical cover (which you can opt to upgrade to cover loved ones), critical illness cover and life assurance.
• The option to buy and sell up to 5 days leave, to suit your personal needs.
• A host of Family Friendly policies, including neonatal leave, 14-week paternity leave, and carers leave. As well as the benefits (check them out here), we also offer a wide range of support, rewards, and tools - all focused on helping you to prioritise what really matters

Training

In the first couple of weeks, you will undergo our induction and training process. This is predominantly held between the hours of 9am-5pm, full time in the office. Upon completion of your training and induction, you’ll transition to 37.5 hours a week, with these hours falling between 8am and 9pm. Embracing our flexible approach, you'll have the opportunity to work remotely for 3 days and be present in the office for 2 days a week. Weekend work is part of this role, dedicating approximately 20% of your schedule.

Next steps

If Virgin Media feels like a place where you can belong, we'd love to learn more about you. Once you've submitted an application the next steps of the process, if successful, are likely to include an automated video interview followed by a qualification call held by one of our recruiters.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media family.