Virgin Media O2 • Sheffield

Customer Support Change Advisor - 12-Month FTC

Employment type:  Full time

4 days/week at home

A little flex time

Apply now

Job Description

Here at Virgin Media O2, we are looking for a committed and customer-focused Customer Support Change Advisor for a 12-Month FTC! If you fancy a chinwag with our customers, you will get the opportunity to proactively reach out to customers to discuss their options, including contract termination, service transfer, or opportunities for new services with our sales team.

You will address and resolve customer enquiries promptly, maintaining the highest level of professionalism and care to ensure issue resolution and customer satisfaction.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, impactful teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

The must haves

  • Proficient in handling both outbound and inbound business-to-business interactions, with a strong ability to identify and capitalise on upselling opportunities.
  • Possesses superb verbal and written communication abilities, effectively conveying information clearly, alongside strong organisational skills to handle multiple tasks simultaneously.
  • Adept at adjusting interactions to meet varied customer needs, consistently prioritising excellent customer service.
  • Experienced in using Salesforce, Remedy, and NRM, as well as standard office software, to ensure efficient customer and operational management.
  • Exhibits a positive attitude and effective collaboration skills, with the resilience and adaptability needed to thrive in a dynamic, fast-paced environment.

The other stuff we are looking for

  • Handle inbound calls with empathy and efficiency.
  • Keep accurate and comprehensive records of all customer interactions, ensuring information is readily available for effective follow-up and strategic decision-making.
  • Provide comprehensive support to customers transitioning to new services.

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 one stage interview process.

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


Company benefits

Enhanced maternity leave – 26 weeks at full pay
Enhanced paternity leave – 14 weeks at full pay
Adoption leave – 26 weeks at full pay
Shared parental leave
25 days annual leave + bank holidays
Enhanced sick pay
Pregnancy loss leave
Teambuilding days
Open to part time work for some roles
Mental health platform access
Birthday off
Carer’s leave
Meditation space
Faith rooms
In office catering
Volunteer days
Employee discounts
Open to job sharing
Buy or sell annual leave
Cycle to work scheme
Life assurance
Financial coaching
Employees are very happy with their working location freedom
Employees are very happy with the flexibility in the hours they work
Employees are largely happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that most people work flexibly
Employees feel they have complete autonomy over getting their work done

Working at Virgin Media O2

Company employees


Gender diversity (male:female)


Office locations

Flexible; Primary Locations Hammersmith & Reading

Hiring Countries

United Kingdom

Awards & Achievements

3rd – Large companies

3rd – Large companies

Flexa100 2024
Consumer Goods

Consumer Goods

Industry awards 2023
2nd – Large companies

2nd – Large companies

Flexa100 2023

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