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For Companies At a Glance
- Tasks: Investigate fraud cases and guide customers through sensitive situations with empathy.
- Company: Join Virgin Media O2, serving over 46 million customers.
- Benefits: Competitive salary, generous leave, and hybrid working after probation.
- Other info: Dynamic team environment with opportunities for growth and learning.
- Why this job: Make a real difference in customer care while developing your skills.
- Qualifications: Strong communication skills and a problem-solving mindset are essential.
The predicted salary is between 27000 - 37800 £ per year.
Join the role at Virgin Media O2. This position involves investigating suspected fraud cases across TV, telephone, broadband and mobile services, managing a wide range of queries, guiding customers through sensitive situations, and maintaining high standards of customer care.
What You’ll Do
- Investigate and resolve fraud cases, restore accounts, apply credits, and provide security advice.
- Become a multiskilled agent, handling varying queries across product lines.
- Handle sensitive customer conversations with empathy and professionalism.
- Balance casework and customer interactions, identify root causes, and ensure customers feel heard.
- Close the loop by following up to confirm satisfaction.
- Support the wider Customer Excellence team on bereavement, vulnerability, collections, and technical troubleshooting.
Your Schedule & Training
- Shifts: 37.5 hours per week, 8am–9pm, Monday to Sunday. Weekend work (~20%) with enhanced Sunday pay.
- Training: First six weeks full-time in office (Mon–Fri, 9am–5pm), then regular shift pattern.
- Hybrid Working: After probation (6 months) you may work remotely with two mandatory office days per week.
The Must Haves
- Live within commuting distance of Birmingham office.
- Ability to work some weekends (≈20%).
- Emotional maturity, adaptability, exceptional communication skills.
- Problem‑solving mindset, resilience, and learning agility.
The Other Stuff We Are Looking For
Customer service experience is helpful, but mindset matters most. We seek a customer‑obsessed individual who digs deeper, solves root problems, and strives for the best outcome.
What’s in It for You
- Base salary: £27,000 + Sunday uplift.
- Generous leave: 25 days annual, UK bank holidays, birthday, + buy/sell up to 5 days.
- Benefits: up to 10% pension, BUPA cover, critical illness, life assurance, family policies.
- Hybrid working after 6‑month probation.
Next Steps
Apply now. After submission, you will receive a link for an online video assessment. Successful candidates are invited to an assessment centre at Eagle Court, after which training begins.
Senior Customer Service Advisor – Fraud Handler in Birmingham employer: Virgin Media O2
Contact Detail:
Virgin Media O2 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Advisor – Fraud Handler in Birmingham
✨Tip Number 1
Get to know the company! Research Virgin Media O2 and understand their values, especially around customer service. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role involves handling sensitive conversations, it’s crucial to demonstrate empathy and professionalism. Role-play with a friend or family member to get comfortable with potential scenarios you might face.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved issues. This will help you stand out as someone who can handle the challenges of a Senior Customer Service Advisor.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, once you submit, you’ll receive a link for an online video assessment, so keep an eye on your inbox!
We think you need these skills to ace Senior Customer Service Advisor – Fraud Handler in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Service Advisor role. Highlight your experience in handling sensitive customer situations and any relevant skills that match the job description.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex issues in the past. We want to see your problem-solving mindset in action, especially when it comes to customer service.
Emphasise Communication Skills: Since this role involves guiding customers through sensitive situations, it's crucial to demonstrate your exceptional communication skills. Share instances where you've effectively communicated with customers or colleagues.
Apply Through Our Website: Don't forget to apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll get all the details about the next steps in the process.
How to prepare for a job interview at Virgin Media O2
✨Know Your Stuff
Before the interview, make sure you understand the role of a Senior Customer Service Advisor – Fraud Handler. Familiarise yourself with common fraud scenarios in telecommunications and think about how you would handle them. This will show your potential employer that you're proactive and ready to tackle the challenges head-on.
✨Empathy is Key
Since you'll be dealing with sensitive situations, practice demonstrating empathy during your responses. Think of examples from your past experiences where you successfully managed difficult conversations. This will help you convey your emotional maturity and ability to connect with customers.
✨Problem-Solving Mindset
Prepare to discuss your problem-solving skills. Have specific examples ready that showcase how you've identified root causes and resolved issues in previous roles. This will highlight your resilience and learning agility, which are crucial for this position.
✨Follow-Up Matters
During the interview, emphasise the importance of following up with customers to ensure their satisfaction. Share any relevant experiences where you’ve gone the extra mile to close the loop on customer interactions. This will demonstrate your commitment to high standards of customer care.