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- 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 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 - 27000 £ per year.
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.
- Handle Complexity with Confidence: Manage interactions across multiple channels such as phone, email, and messaging.
- Clear and Effective Communication: Listen carefully, respond with clarity, and adjust tone and approach to suit customer needs.
- 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 and maintain professional standards.
- Cross-Functional Support: Flexibly support wider team needs, including collections, fraud, complaints, and case management.
- 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.
- 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) and Customer Satisfaction Scores (CSAT).
- 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 + Sunday uplift.
- Uplift for every hour worked after 8 pm, 7 days a week.
- 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.
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 Agent-Complex Case Handler 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 Agent-Complex Case Handler in Manchester
✨Tip Number 1
Get to know the company! 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! Make sure you have a quiet space, good lighting, and a reliable internet connection. Dress professionally and practice answering common interview questions to boost your confidence.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining us at Virgin Media O2. Don’t forget to follow up if you don’t hear back!
We think you need these skills to ace Senior Customer Service Agent-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, clarity is key. Use straightforward language and structure your thoughts logically. Remember, effective communication is crucial in this role, so show us you can do it right from the start!
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 there!
How to prepare for a job interview at Virgin Media O2
✨Know Your Customer Service Stuff
Before the interview, brush up on your customer service skills and experiences. Think about specific examples where you’ve turned a challenging situation into a positive outcome. This role is all about empathy and problem-solving, so be ready to share how you've handled complex cases in the past.
✨Show Off Your Communication Skills
Since clear communication is key for this position, practice articulating your thoughts clearly and concisely. You might even want to prepare a few mock scenarios where you explain how you would handle a difficult customer. Remember, it’s not just what you say, but how you say it!
✨Demonstrate Your Adaptability
This job requires managing multiple interactions across various channels. Be prepared to discuss how you adapt your approach based on different customer needs and situations. Share examples that highlight your flexibility and ability to think on your feet.
✨Emphasise Your Passion for Customer Excellence
Let your enthusiasm for providing top-notch customer service shine through. Talk about what motivates you to go above and beyond for customers. Highlight any experiences where you’ve proactively identified customer needs and delivered tailored solutions.