Senior Customer Service Agent- Complex Case Handler in Manchester

This job is with Virgin Media O₂, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

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 be tasked with assessing and investigating customer complaints. You'll listen to customers with empathy, taking full ownership of the process until the customer is satisfied with the resolution you propose. As well as speaking on the phone, you'll also be tasked with creating final resolution letters; drafting excellent correspondence is a key part of this role. Your ability to understand and promptly address customer complaints will establish you as an expert in this role, fostering trust in us as a company and leading to continued loyalty from our customers.

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.
• 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.