Customer Service Advisor

Salary: £22,308 per year

As a Fraud Handler with Virgin Media O2, you’ll be the go-to person for our TV, telephone, broadband, and mobile customers when suspected fraud cases arise. You’ll spot trends, provide valuable insights, and work closely with teams across Virgin Media O2 to make sure everything’s handled swiftly and smoothly. You'll take the lead on investigating fraud reports, acting as the first line of support and knowing when to bring in extra help to get things resolved.

Once the investigation is wrapped up, you’ll make sure the customer’s account is fully restored—applying any necessary credits, resolving outstanding issues, and giving them advice on how to keep their account secure. Finally, you’ll follow up with the customer to check they’re happy with the outcome before you close the case.

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 8pm. 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.

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.

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

If Virgin Media feels like a place where you can belong, we'd love to learn more about you. Once you've applied, the next steps of the process, if successful, will be a call from one of our recruiters to talk through the role in more detail and take you through a competency-based telephone interview.

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.