At a Glance
- Tasks: Provide world-class customer service and resolve complex issues for VIP customers.
- Company: Join Virgin Media O2, a leader in connectivity with a vibrant culture.
- Benefits: Competitive salary, generous leave, and health benefits including BUPA medical cover.
- Other info: Enjoy hybrid working after training and excellent career growth opportunities.
- Why this job: Make a real impact by helping customers and enhancing their experience.
- Qualifications: Strong communication skills and a passion for customer excellence.
The predicted salary is between 27000 - 37800 € per year.
Location: Manchester
Job Family: Customer Service & Sales
Job Type: Full Time
Posted Date: 30-Jan-2026
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 are 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 will 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 will be tasked with assessing and investigating customer complaints. You will 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 will 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 will move to your regular shift pattern.
- Hybrid Working: After your 3 months is complete, and when you have achieved your required call quality you will 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: £27,000 per year + 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 will receive a link to complete an online video assessment. If successful, we will invite you for an assessment centre at our Manchester office. Impress us there, and you will start your training and kick off an exciting career with Virgin Media O2.
Senior Customer Service Advisor- Complex Case Handler in Manchester employer: Virgin Media O2
At Virgin Media O2, we pride ourselves on fostering a supportive and dynamic work environment in the heart of Manchester. Our commitment to employee growth is evident through comprehensive training programmes and flexible hybrid working options, allowing you to balance your professional and personal life while delivering exceptional service to our valued customers. With competitive salaries, generous leave policies, and a focus on employee well-being, we are dedicated to making your career with us both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Advisor- Complex Case Handler in Manchester
✨Tip Number 1
Get to know the company inside out! Research Virgin Media and 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 the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering outstanding service, make sure you can articulate your thoughts clearly and empathetically. Role-play with a friend or use online resources to sharpen your skills.
✨Tip Number 3
Prepare for the video assessment! This is your chance to shine, so make sure you’re in a quiet space, dressed appropriately, and ready to showcase your problem-solving abilities. Think about examples from your past experiences that highlight your customer service skills.
✨Tip Number 4
Don’t forget to follow up! After your interview or assessment centre, send a quick thank-you email. It shows professionalism and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the role!
We think you need these skills to ace Senior Customer Service Advisor- Complex Case Handler in Manchester
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in customer service, especially in handling complex cases. We want to see how you've gone above and beyond to resolve issues and create positive experiences for customers.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences that match the job description. We love seeing candidates who take this extra step!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate applicants who can communicate effectively, just like we expect you to do with our customers!
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 find all the details you need about the role right there!
How to prepare for a job interview at Virgin Media O2
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills, especially around handling complex cases. Think about examples from your past experiences where you've turned a challenging situation into a positive outcome. This will show that you can deliver outstanding service and own the outcome.
✨Practice Active Listening
During the interview, demonstrate your ability to listen actively. This means not just hearing the questions but really understanding them. Respond thoughtfully and adjust your tone to match the conversation. This will highlight your clear communication skills and empathy, which are crucial for this role.
✨Showcase Problem-Solving Skills
Be prepared to discuss how you've tackled complex issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your critical thinking abilities and how you can address customer concerns effectively.
✨Familiarise Yourself with the Company
Do some research on Virgin Media and O2, and understand their values and services. Being able to speak about the company’s mission and how you can contribute to their goals will set you apart. It shows you're genuinely interested and ready to be a brand ambassador.
