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Summary

Location
Manchester
Job Family
Customer Service & Sales
Job Type
Full Time
Posted Date
28-Mar-2024
About the role

In the role of Customer Service Advisor (internally known as Complaints Handler)you will be instrumental in delivering a meaningful customer service to our TV, telephone, broadband and mobile customers. Your main responsibility will be to resolve customer complaints, delivering a first-class customer experience and speedy resolution to the problem at hand. By doing this, you are bringing real value to both our customers and Virgin Media O2.

As a Customer Service Advisor, you’ll be tasked with assessing and investigating customer complaints. You’ll listen to customers with empathy, taking full ownership of the process until the customer is satisfied with the resolution you propose. As well as speaking on the phone, you’ll also be tasked with creating final resolution letters; drafting excellent correspondence is a key part of this role. Your ability to understand and promptly address customer complaints 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.

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.

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
  • Excellent written communications skills
  • Strong attention to detail
  • 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
  • Excellent organisation skills to manage work stack and daily tasks

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).
  • Hybrid working with 2 days in the office and 3 days remote.
  • 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 Unmind App, BUPA medical cover (which you can opt to upgrade to cover loved ones) and critical illness cover.
  • The option to buy and sell up to 5 days leave, to suit your personal needs.
  • A Healthcare Plan & Life assurance.
  • A host of family-friendly policies, including neonatal leave, 14-week paternity leave, and carers leave.
As well as the benefits, we also offer a wide range of support, rewards, and tools - all focused on helping you to prioritise what really matters.


Next steps
If you think you've got some amazing skills to offer us and Virgin Media O2 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. Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media O2 family. 
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