Customer Service Advisor

Virgin Media; Manchester; Hybrid; GBP 27,000; Full time

Job summary

A leading telecommunications company is seeking dedicated customer service representatives to provide empathetic support. Candidates must be adaptable and possess strong problem-solving skills. The role based in Manchester offers a base salary of £27,000, with opportunities for hybrid working after training. Generous benefits include 25 days of annual leave and BUPA medical coverage.

Benefits

25 days annual leave

BUPA medical cover

Flexible working options

Qualifications

• Experience in customer service environments.
• Ability to handle emotionally charged conversations professionally.
• Willingness to work flexible hours, including weekends.

Responsibilities

• Provide empathetic support and build trust with customers.
• Manage various customer interactions through multiple channels.
• Work collaboratively with the Customer Excellence team.

Skills

Customer service mindset

Problem-solving

Effective communication

Emotional maturity

Adaptability

Resilience

Job description

Responsibilities

• Handle Complexity with Confidence: Manage up to 13 different interaction types across multiple channels including phone, email, messaging, and social media. Switch styles quickly and adapt to different customers, situations, and individual needs and circumstances.
• Clear Customer Communication: Communicating effectively, listening carefully and responding with clarity to ensure customer satisfaction.
• Own the Outcome: Go beyond quick fixes. Get to the heart of the matter through probing questions, ensuring first‑time resolution wherever possible.
• Stay Resilient: Handle emotionally charged conversations with maturity, move on quickly after tough interactions, and maintain a professional focus throughout the day.
• As part of our Customer Excellence team, at times you will be required to support the wider team, from collections, fraud, complaints and case management.
• Be able to work from 1pm until 9pm permanently.
• Weekend work is required, making up approximately 20% of your schedule, with enhanced pay for these shifts.
• Emotional Maturity: Empathise without absorbing stress, maintain professional boundaries, and remain calm under pressure.
• Adaptability: Rapidly adjust your style for different customer personalities and interaction types.
• Exceptional Communication: Clear, polite, and professional verbal and written communication – with warmth and personality where appropriate.
• Problem‑Solving Mindset: Can think clearly and find solutions to solve difficult problems.
• Resilience and Learning Agility: Comfortable with constant change, quick to learn, and not fazed by tough conversations.

You must live within a commutable distance of our new flagship office in Manchester city centre.

What you’ll be doing

Deliver Outstanding Service: Provide empathetic, personalised support that builds trust in difficult times for the customer. This isn’t about being overly cheerful – it’s about great listening skills and authentic human connection. 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.

Shifts: 37.5 hours per week, between 1pm and 9pm, Monday to Sunday. Weekend work is part of the role (around 20% of your schedule), with enhanced pay for Sundays. Your first 3 months you will be full‑time in the office.

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 3 months is complete, and you have achieved your required call quality, you’ll be able to work remotely, with two mandatory office days each week. Base salary: £27,000 + Saturday/Sunday uplift.

Uplift for every hour worked after 8 pm, 7 days a week (you already receive this on Sundays).

Benefits

• 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.
• Flexibility: Once you have completed your probation period (6 months), hybrid working is available with mandatory days in the office on Wednesday and Thursday.

Qualifications

The other stuff we are looking for If you’ve got customer service experience, great; but what really matters is your mindset. We’re looking for someone who is truly customer‑obsessed: someone who thrives on solving problems, digs deeper to uncover the real issues, and genuinely cares about getting the best outcome for every customer, no matter how complex the situation.

Next steps

Next steps