At a Glance
- Tasks: Provide world-class service to VIP customers and resolve complex queries.
- Company: Join Virgin Media O2, a leader in connectivity with a vibrant culture.
- Benefits: Competitive salary, generous leave, and health benefits including BUPA cover.
- Other info: Enjoy hybrid working after training and excellent career growth opportunities.
- Why this job: Make a real impact by enhancing the customer journey for VIP clients.
- Qualifications: Strong communication skills and a passion for customer excellence.
The predicted salary is between 27000 - 32400 £ per year.
Salary: £27,000 per year + 20% uplift for Sunday hours
Are you great with people and want to make an impact for those that need you most? We’re looking for a highly skilled, customer-obsessed VIP Customer Service Agent to provide world‑class service and issue resolution to some of our most complex and highly sensitive customers. You’ll be making sure every interaction exceeds expectations, driving exceptional experiences while capturing insights that support strategic business growth.
As part of our VIP Customer Hub, you’ll manage complex queries and complaints, provide personalised support, and proactively enhance the customer journey for VIP customers across all services. Our team works across multiple channels to deliver seamless, top‑tier service and collaborates closely with internal teams to shape future service delivery and customer engagement strategies.
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.
- 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.
- Weekend work is required, making up approximately 20% of your schedule, with enhanced pay for these shifts.
Deliver Outstanding Service: Provide empathetic, personalised support that builds trust, especially in challenging situations. Focus on authentic human connection and active listening rather than forced cheerfulness.
Handle Complexity with Confidence: Manage interactions across multiple channels such as phone, email, and messaging. Adapt quickly to different customers, situations, and individual needs.
Clear and Effective Communication: Listen carefully, respond with clarity, and adjust tone and approach to suit customer needs, ensuring satisfaction and understanding.
Own the Outcome: Go beyond quick fixes by understanding the root cause and ensuring first‑time resolution wherever possible.
Resilience and Professionalism: Stay composed during emotionally charged conversations, recover quickly from difficult interactions, and maintain professional standards.
Cross‑Functional Support: Flexibly support wider team needs, including collections, fraud, complaints, and case management, while reducing customer effort and improving resolution.
Trust and Discretion: Build trust with customers and handle sensitive inquiries with confidentiality and integrity.
Problem‑Solving and Critical Thinking: Address complex concerns with effective solutions while balancing customer satisfaction and commercial awareness.
Adaptability in a Fast‑Paced Environment: Manage multiple interactions at once and use digital tools effectively to support change and transformation initiatives.
Passion for Customer Excellence: Turn challenges into opportunities to delight customers while maintaining the brand’s reputation and integrity.
The other stuff we are looking for
- Anticipate VIP customer needs, providing proactive, tailored solutions that enhance their service experience.
- Deliver seamless service across all communication channels, including voice, email, messaging, social media, and emerging platforms.
- Capture and share insights from customer interactions to drive improvements in products, services, and overall customer experience.
- Guide customers through self‑service tools and digital solutions to support the company’s digitisation strategy.
- Take ownership of customer issues, aiming for first‑time resolution and acting as a problem‑solver using available tools and resources.
- Consistently meet and exceed personal KPIs and service metrics, including First‑Time Resolution (FTR), Customer Satisfaction Scores (CSAT), and customer resolution targets.
- Ensure compliance with all company policies and legal requirements, including data protection and OFCOM complaint handling.
- Act as a brand ambassador, upholding values, privacy, confidentiality, and delivering top‑tier experiences in every interaction.
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
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.
VIP Customer Service Agent- Complex Voice in Manchester employer: Virgin Media Ltd
At Virgin Media O2, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises employee well-being and growth. Located in the heart of Manchester, our flagship office provides a dynamic environment where you can thrive, with opportunities for hybrid working after training, generous leave policies, and comprehensive benefits including medical cover and pension contributions. Join us to make a meaningful impact while enjoying a supportive atmosphere that values your contributions and fosters professional development.
StudySmarter Expert Advice🤫
We think this is how you could land VIP Customer Service Agent- Complex Voice in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Virgin Media Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Virgin Media Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VIP Customer Service Agent- Complex Voice in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Virgin Media Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Virgin Media Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Virgin Media Ltd!
How to prepare for a job interview at Virgin Media Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
