Virgin Media O2 • Sheffield

Direct Customer Support Centre Representative

Employment type:  Full time

4 days/week at home

A little flex time

Job Description

Starting Salary: £23,500.00

This role requires the successful candidate to be in the Sheffield office 2-3 days per week, contractually this could be increased for up to 5 days

This is a permanent role
We are on the lookout for an individual who is motivated to always put our 'Customers First'. Our Direct Customer Support Centre Representative will be joining our Customer Care team, dealing with queries and requests about our services; orders, faults, billing etc (from small medium businesses upwards)
We'll need our superstar to review all elements of queries via our systems, understanding them in detail and working with the relevant departments to provide communications back customers in a timely manner. Oh, and not forgetting to log it all as you go along!
The majority of our customer communication happens over the phone, however some do land on our lap via our Webforms and our online chat service.
As well as working with established stakeholders, you'll also be able to contribute to the outstanding team spirit within Customer Care. You will have the pleasure of collaborating with a bunch of our hard working individuals, supporting our valued customers and truly making a difference every day! 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, high performing 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.
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;

  • Solid experience of working within a challenging customer service role with demonstrable expertise within query resolution
  • Strong proven ability to handle escalated customer communication and correspondence via email
  • Able to demonstrate experience of rebuilding customer trust and grow customer dedication

The other stuff we are looking for We'd also love you to bring (but not essential);

  • B2B experience preferred
  • Experience working on Salesforce system
  • A drive to deep dive into the details of a system or process to solve customers’ queries
  • Strong verbal and written communication skills
  • Outstanding listening and excellent problem-solving skills

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, will include a competency based 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. #LI-CH1

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

Other jobs you might like