Retail Advisor, 12hrs, Ashford

Virgin Media O2; Ashford; On-site; GBP 15,000 - 22,000; Full time

Benefits offered by this job

Bupa healthcare

Wellbeing support

Life cover

Pension

Birthday off

Discounts on broadband, TV and mobile

Cycle2Work

Dental insurance

O₂ Priority

Job summary

Virgin Media O₂ is looking for a Retail Advisor to help customers choose from our range of mobile, broadband and TV products. You’ll build trust, explain features, and support customers to find the best plan or device.

You’ll join a close-knit team, work across store hours including evenings and weekends, and benefit from induction sessions, ongoing coaching and a supportive environment.

Qualifications

• Confident and strong communication skills.
• Genuine passion for delivering great customer experiences.
• Resilience and motivation to hit individual and team targets.
• Flexible to adapt to different customers, products and priorities.
• Open mindset and willingness to learn in a fast-paced retail environment.

Responsibilities

• Help customers choose products across mobile, broadband, and TV.
• Assist in selecting price plans and setup for lifestyle.
• Showcase technology and accessibility features.
• Own customer queries, resolve issues and build trust.
• Work with the team to achieve store targets and satisfaction.

Skills

Confidence

Communication

Customer service

Resilience

Flexibility

Learning mindset

Job description

About the Role

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 O₂ 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.

Who we are

At Virgin Media O₂, 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.

The must haves

To be successful in this role, you’ll bring:

• 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.

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.

What's in it for you

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 O₂ 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.

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