Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide empathetic support to customers facing fraud and financial difficulties.
- Company: Join Virgin Media O2, a leader in customer service excellence.
- Benefits: Earn £27,000 plus Sunday uplift, generous leave, and health benefits.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication skills and a passion for helping others.
- Other info: Enjoy hybrid working after training and excellent career growth opportunities.
The predicted salary is between 27000 - 37800 £ per year.
Location: Birmingham
Job Family: Customer Service & Sales
Job Type: Full Time
Posted Date: 05-Jan-2026
Salary: £27,000 per year + 20% uplift for Sunday hours
Address: Eagle Court 3, Hatchford Brook B26 3RZ
Your role
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 ensure 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 the first point of contact for customers during some of their most challenging moments. You’ll provide expert support to customers who may have been victims of fraud or those experiencing financial difficulty and in need of our assistance.
In this role, you’ll take ownership of complex cases, investigating issues thoroughly to identify patterns and take decisive action that protects both customers and the business. You’ll engage directly with customers, communicating clearly and empathetically to guide them through challenging and often stressful situations with professionalism and reassurance. You’ll balance logical problem-solving with genuine care to deliver solutions that meet regulatory standards while supporting customer well-being. You’ll use insights from your casework to spot emerging trends and contribute to continuous improvement, ensuring we stay ahead of potential risks. This is a position where your ability to combine critical thinking with compassion truly makes a difference.
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 6 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.
The must haves
- You must live within a commutable distance of our Birmingham office, which is on Eagle Court 3, Hatchford Brook B26 3RZ.
- 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, 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
Ready to apply? 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 Eagle Court. Impress us there, and you’ll start your training and kick off an exciting career with Virgin Media O2.
Senior Customer Service Agent – 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 Agent – Fraud Handler in Birmingham
✨Tip Number 1
Get to know the company inside out! Research Virgin Media O2, their values, and what they stand for. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer service and fraud handling. Role-play with a friend or use our resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your soft skills! In this role, empathy and communication are key. Be ready to share examples of how you've handled difficult situations in the past, demonstrating your ability to connect with customers on a personal level.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you top of mind for the hiring team.
We think you need these skills to ace Senior Customer Service Agent – Fraud Handler in Birmingham
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service, especially in challenging situations. We want to see how you've handled complex cases and provided empathetic support to customers.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and structure your thoughts logically. This will show us that you can communicate effectively, which is key for this role.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. We love seeing candidates who take the time to connect their background with our needs.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll get all the latest updates on your application status!
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 Agent – Fraud Handler. Familiarise yourself with common fraud scenarios and how to handle sensitive customer interactions. This will help you demonstrate your expertise and show that you're ready to tackle complex cases.
✨Show Empathy
In this role, you'll be dealing with customers who may be in distressing situations. Practice active listening and think about how you would want to be treated if you were in their shoes. During the interview, share examples of how you've provided empathetic support in past roles to highlight your ability to connect with customers.
✨Communicate Clearly
Effective communication is key in this position. Prepare to discuss how you adapt your communication style to suit different customers and situations. You might even want to role-play some scenarios with a friend to practice responding clearly and confidently to challenging questions.
✨Demonstrate Problem-Solving Skills
Be ready to showcase your critical thinking abilities. Think of specific examples where you've successfully resolved complex issues or improved processes. Highlight how you balance customer satisfaction with business needs, as this will resonate well with the interviewers looking for someone who can own the outcome.