Senior Customer Service Advisor

Job Description

Salary: £27,000 per year + 20% uplift for Sunday hours

Join us as a Senior Customer Service Advisor, where you’ll be the reassuring voice for customers who need us most.

Our team handles calls from our most vulnerable customer base. This could include customers who are recently bereaved, managing financial difficulties or living with physical or mental health conditions. Our Advisors purpose is to handle these sensitive and high-impact interactions with empathy, care and professionalism. By taking ownership of each query across our TV, broadband, mobile and telephone services, you will uncover the real issues behind every customer's situation and provide the right support at the right time.

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 be doing

• Deliver Outstanding Service: Provide empathetic, personalised support that builds trust in difficult time for the customer. This isn’t about being overly cheerful – it’s about great listening skills and authentic human connection.
• Handle Complexity with Confidence: Manage different interaction types across multiple channels including phone, email, messaging. Switch styles quickly and adapt to different customers, situations, and individual needs and circumstances. s.
• Clear Customer Communication: Communicating effectively, listening carefully and responding with clarity to ensure customer satisfaction.
• Own the Outcome: Go beyond quick fixes. Get to the heart of the matter through probing questions, ensuring first-time resolution wherever possible.
• Stay Resilient: Handle emotionally charged conversations with maturity, move on quickly after tough interactions, and maintain a professional focus throughout the day.

• As part of our Customer Excellence team, at times you will be required to support the wider team, from, supporting collections, fraud, complaints and case management

Your Schedule & Training

• Shifts: 37.5 hours per week, between 1pm and 9pm, Monday to Sunday. Weekend work is part of the role (around 20% of your schedule), with enhanced pay for Sundays. Your first 3 months you will be full time in the office.
• Training: Your first 6 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 your 3 months is complete, and when you have achieved your required call quality, you’ll be able to work remotely, with two mandatory office days each week. If additional training or support is needed, you will be required to attend the office 5 days per week.

Who we are

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.

The must haves

• You must live within a commutable distance of our new flagship office in Manchester city centre.
• Be able to work from 1pm until 9pm permanently.

• Weekend work is required, making up approximately 20% of your schedule, with enhanced pay for these shifts.
• 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.

The other stuff we are looking for

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.

What's in it for you

• Base salary: £27000 + Sunday uplift.
• Uplift for every hour worked after 8 pm, 7 days a week (already get this on a Sunday).
• 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.

Next steps

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 our Manchester office. Impress us there, and you’ll start your training and kick off an exciting career with Virgin Media O2.

Your career with Virgin Media O2 starts here!

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