Direct Care Customer Support Representative

Job Description

The Direct Customer Care Team at VMO2 is excited to announce an opening for a skilled Support Representative to deliver exceptional telephone and digital support to our Virgin Media O2 Business customers. You’ll work with organisations from small and medium businesses upward, providing both standard and enhanced service support. In this role, you’ll take ownership of customer queries from first contact through to resolution, using case management to ensure a smooth and positive experience. You’ll also play a key part in supporting our Account and Service Management teams.

This position is based in our Sheffield office and requires on‑site attendance five days a week.

Who we are

‘Our new B2B venture. By bringing Virgin Media O2 Business and Daisy together, we’re creating a focused, digital-first B2B business serving customers across small, medium, and large enterprises, as well as the public sector. Powered by our next generation fixed and mobile infrastructure the new entity will offer a broader portfolio of best-in-class solutions - including cloud-based communication tools, voice and contact centre offerings and 5G private networks - helping us win more business and better serve our customers.’

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

In order to be considered, you must have the following experience;

• Previous experience in a customer service role preferably in a business-to business environment.
• Previous experience in a Customer care/service role
• Proven ability to use multiple systems and interpret technical information to relay back to customers.
• Proven track record keeping up to date with daily information changes across all products and processes and ensuring these changes are adhered to when dealing with the customer.

The other stuff we are looking for

We'd also love you to bring;

• A good understanding of product portfolios of Virgin Media Business.
• Approachable and polite to deliver a truly responsive service.
• Flexible and resilient to absorb the frequently changing demands of the role.
• Honest and tenacious to cut through process and deliver on commitments.

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency interview with the Hiring Manager.

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.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

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