Retail Advisor

Virgin Media; Cramlington; On-site; GBP 15,000 - 21,000; Full time

Benefits offered by this job

Bupa healthcare

Wellbeing support

Life cover

Pension

Generous holiday

Birthday off

Discounts on broadband/TV/mobile

Cycle2Work schemes

Dental insurance

Neurodiversity assessments

Virgin Family platform

O Priority

Job summary

Virgin Media is seeking a Retail Advisor to help customers select mobile, broadband, TV, and other services in-store. You will assist with price plans, setup, and product demonstrations, and will take ownership of customer queries to build trust.

Day-to-day, you’ll thrive on delivering great experiences, supported by two induction sessions and ongoing coaching. Flexible shifts across store hours may include evenings and weekends to meet customer needs.

Qualifications

• Customer-focused mindset and strong communication required.
• Willingness to learn through structured training and coaching.
• Ability to troubleshoot and resolve customer queries with empathy.

Responsibilities

• Assist customers in selecting Virgin Media products and services.
• Help customers choose price plans and set up products.
• Confidently demonstrate features and accessibility tools.
• Take ownership of inquiries and resolve issues promptly.
• Collaborate with store team to meet targets and drive satisfaction.

Skills

Communication

Customer-focused

Tech-savvy

Teamwork

Empathy

Job description

As a Retail Advisor, you'll be the person customers turn to for advice, guidance and solutions, helping them get the most out of the technology that keeps them connected. It's about more than selling; it's about building trust, showing empathy and taking ownership to create positive, memorable experiences for our customers. You'll receive a competitive hourly rate of £13.45.Day to Day, You'll:

• Help customers choose from our range of products, including mobile phones, tablets, SIMs, accessories, broadband and our TV entertainment packages.
• Support customers in finding the right price plan and setup for their lifestyle.
• Confidently showcase new and existing technology, demonstrating features like accessibility tools.
• Take ownership of customer queries, resolving issues and building trust.
• Work with your team to achieve store targets and strong customer satisfaction outcomes.

You’ll be supported from day one. Within your first two weeks, you’ll complete 2 x 2-day induction sessions (30 hours) covering product knowledge, systems and customer experience. Ongoing coaching and development will support your growth beyond induction. You’ll work as part of a close‑knit retail team where collaboration, shared success and learning from each other are part of everyday life.

Our Ways of Working This is a retail role, so flexibility is important. Shifts are worked across store opening hours and may include evenings, weekends and peak trading periods. Shift patterns and working hours will be discussed as part of the recruitment process so expectations are clear from the start.

Accessible, Inclusive and Equitable for All Virgin Media O is an equal opportunities employer and we work hard to remove bias and barriers. We want everyone who joins us – and everyone thinking about joining us – to feel seen, heard and supported. When you work with us, you’ll have access to our award‑winning employee network groups that champion allyship, connection and inclusion across the business.

The other stuff we are looking for

What matters most in this role is mindset. If you’re customer‑focused, passionate about technology and keen to build your skills through structured training and support, we’d love to hear from you.

• Confidence and strong communication skills.
• A genuine passion for delivering great customer experiences.
• Resilience and motivation to work towards individual and team targets.
• Flexibility to adapt to different customers, products and priorities.
• An open mindset and willingness to learn in a fast‑paced retail environment.

At Virgin Media O, we connect millions of people across the UK through broadband, mobile, TV and entertainment. Our retail teams are at the heart of our high street presence, helping customers understand their options and make confident choices. We’re proud to be named one of the Financial Times Top 500 Best Employers for 2026.

Our benefits include Bupa healthcare, wellbeing support, life cover, a pension and generous holiday – plus your birthday off. You’ll also have access to:

• Discounts on broadband, TV and mobile.
• Cycle2Work schemes.
• Dental insurance and neurodiversity assessments.
• The Virgin Family platform and O Priority.

We’ll ask about any adjustments you might need and do our best to support you throughout the process. Applications are reviewed throughout the advert window. Any offer will be subject to background checks, including a criminal record check and, for some roles, a financial background check.