Specialist Customer Service Advisor – Fraud Handler

Specialist Customer Service Advisor – Fraud Handler 

Salary: £24,180 per year + 20% uplift for Sunday hours

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 be the first point of contact when suspected fraud cases arise. That means investigating issues, spotting trends, and guiding customers through what can often be a worrying time. You’ll combine case analysis with direct customer conversations, balancing logical problem-solving with genuine empathy to help get things resolved.

This role is about more than just solving problems. It’s about working with and protecting vulnerable customers; building trust, and handling sensitive conversations with professionalism and care.

What You’ll Do

• Investigate and Resolve: Take ownership of fraud cases, analyse the details, and work through to resolution. You’ll be restoring accounts, applying credits, and giving security advice.
• Handle Sensitive Conversations: Speak to customers about highly personal and sometimes emotional situations, always with empathy and professionalism.
• Balance Complexity and Care: Split your time between managing cases and speaking to customers, navigating systems to get to the root cause of each issue.
• Close the Loop: Once everything’s resolved, follow up to make sure the customer is satisfied before closing the case.

• As part of our Customer Excellence team, at times you may be required to support the wider team, from bereavement and vulnerability, supporting collections, and technical troubleshooting.
  
  

Your Schedule & Training

• Shifts: 37.5 hours per week, between 8am and 9pm, Monday to Sunday. Weekend work is part of the role (around 20% of your schedule), with enhanced pay for Sundays.
• Training: Your first 5 weeks will be full-time in the office (Mon–Fri, 9am–5pm) for induction and training. After that, you’ll move to your regular shift pattern.
• Hybrid Working: After 6 months (once probation is complete), you’ll be able to work remotely, with two mandatory office days each week (Wednesdays and Thursdays).

Virgin Media and O2 have come together to offer the best in connectivity, serving over 46 million customers across broadband, mobile, phone, and home services.

• 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, with enhanced pay for Sundays).
• Emotional Maturity: Empathise without absorbing stress, maintain professional boundaries, and remain calm under pressure.
• Adaptability: Rapidly adjust your style for different customer personalities and interaction types.
• Exceptional Communication: Clear, polite, and professional verbal and written communication – with warmth and personality where appropriate.
• Problem-Solving Mindset: Can think clearly and find solutions to solve difficult problems.
• Resilience and Learning Agility: Comfortable with constant change, quick to learn, and not fazed by tough conversations.

If you’ve got customer service experience, great; but what really matters is your mindset. We’re looking for someone who is truly customer-obsessed: someone who thrives on solving problems, digs deeper to uncover the real issues, and genuinely cares about getting the best outcome for every customer, no matter how complex the situation.

• Base salary: £24,180 + Sunday uplift.
• Generous Leave: 25 days annual leave, UK bank holidays, your birthday off and the option to buy/sell up to 5 days leave.
• Benefits that matter: Up to 10% pension, BUPA medical cover, critical illness cover, and life assurance. Plus, market-leading family-friendly policies.
• Flexibility: Once you have completed your probation period, 6 Months, hybrid working is available with mandatory days in the office on a Wednesday and Thursday.  

Ready to apply? Once you submit your application, you’ll receive a link to complete an online video assessment. If successful, we’ll invite you for an assessment centre at Eagle Court. Impress us there, and you’ll start your training and kick off an exciting career with Virgin Media O2.

Apply now.