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For Companies At a Glance
- Tasks: Provide empathetic support to customers in sensitive situations across various channels.
- Company: Join Virgin Media O2, a leading telecommunications company with a caring culture.
- 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 communication skills.
- Qualifications: Emotional maturity, adaptability, and exceptional communication skills are essential.
- Other info: Enjoy hybrid working after training and excellent career growth opportunities.
The predicted salary is between 27000 - 32400 £ per year.
Join us as a Senior Customer Service Advisor, where you’ll be the reassuring voice for customers who need us most. Our team handles calls from our most vulnerable customer base, including customers who are recently bereaved, managing financial difficulties or living with physical or mental health conditions. Your role will involve handling these sensitive and high-impact interactions with empathy, care and professionalism, uncovering the real issues behind every customer's situation and providing the right support at the right time.
What You’ll Be Doing
- Deliver outstanding service: Provide empathetic, personalised support that builds trust in difficult times for the customer.
- Handle complexity with confidence: Manage up to 13 interaction types across multiple channels including phone, email, messaging and social media.
- Clear customer communication: Listen carefully and respond with clarity to ensure customer satisfaction.
- Own the outcome: Go beyond quick fixes, probe questions to achieve first-time resolution.
- Stay resilient: Handle emotionally charged conversations with maturity and maintain a professional focus.
- Support wider team functions such as collections, fraud, complaints and case management as required.
Your Schedule & Training
- Shifts: 37.5 hours per week, 1pm-9pm, Monday-Sunday (approx. 20% Sunday, enhanced pay).
- Training: First 6 weeks full-time in the office (Mon-Fri, 9am-5pm) before moving to regular shift pattern.
- Hybrid working: After 3 months, remote work available with two mandatory office days each week.
Must Haves
- Live within commutable distance of Manchester city centre office.
- Work from 1pm until 9pm permanently.
- Weekend work required (~20% of schedule) with enhanced pay.
- Emotional maturity – empathise, maintain boundaries, stay calm under pressure.
- Adaptability – adjust style for different customer personalities.
- Exceptional communication – clear, polite, professional verbal and written skills.
- Problem-solving mindset – think clearly and find solutions to difficult problems.
- Resilience and learning agility – thrive amid constant change and tough conversations.
Benefits & Perks
- Base salary: £27,000 + Sunday uplift.
- Uplift for every hour after 8pm, 7 days a week (including Sundays).
- Generous leave: 25 days annual leave, UK bank holidays, birthday off, and option to buy/sell up to 5 days leave.
- Benefits: Up to 10% pension, BUPA medical cover, critical illness cover, life assurance, family-friendly policies.
- Flexibility: After probation, hybrid working with mandatory office days on Wednesday & Thursday.
Next Steps
Once you submit your application, you’ll receive a link to complete an online video assessment. If successful, we’ll invite you to an assessment centre at our Manchester office. Impress us there, and you’ll start training and kick off a career with Virgin Media O2.
Senior Customer Service Advisor in Manchester 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 in Manchester
✨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 genuinely care about the role.
✨Tip Number 2
Practice your communication skills! Since this role involves handling sensitive conversations, try role-playing with a friend or family member. Focus on being empathetic and clear in your responses, just like you would with customers.
✨Tip Number 3
Prepare for the assessment centre! Brush up on common interview questions and think about how you can demonstrate your problem-solving mindset and resilience. We want to see how you handle tough situations, so be ready to share examples.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team. Don’t forget to follow up if you don’t hear back – persistence pays off!
We think you need these skills to ace Senior Customer Service Advisor in Manchester
Some tips for your application 🫡
Show Your Empathy: In your application, make sure to highlight your ability to empathise with customers. Share examples of how you've handled sensitive situations in the past, as this role is all about providing support to those who need it most.
Be Clear and Concise: When writing your application, clarity is key! Use straightforward language and structure your thoughts logically. This will demonstrate your exceptional communication skills right from the start.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific requirements of the Senior Customer Service Advisor role. Show us how your experience aligns with the job description.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining our team at Virgin Media O2!
How to prepare for a job interview at Virgin Media O2
✨Understand the Role
Before your interview, make sure you fully grasp what being a Senior Customer Service Advisor entails. Familiarise yourself with the specific challenges faced by vulnerable customers and think about how you can provide empathetic support. This will help you demonstrate your understanding of the role during the interview.
✨Showcase Your Communication Skills
Since exceptional communication is key for this position, prepare to discuss examples where you've effectively communicated in challenging situations. Practice articulating your thoughts clearly and concisely, as this will reflect your ability to handle complex customer interactions.
✨Demonstrate Emotional Maturity
Be ready to share experiences that highlight your emotional maturity and resilience. Think of times when you've managed difficult conversations or maintained professionalism under pressure. This will show that you can handle sensitive situations with care and composure.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and adaptability. Prepare by thinking through various customer scenarios you might encounter and how you would approach them. This will help you convey your proactive mindset and ability to achieve first-time resolutions.