Retail Advisor, 24hrs, Stevenage

Virgin Media O2; Stevenage; On-site; GBP 35,818,000 - 41,328,000; Full time

Job summary

Virgin Media O2 is seeking a Retail Advisor to help customers choose from our range of products such as mobile phones, SIMs, accessories, broadband and TV packages. You will build trust, demonstrate features and take ownership of queries to deliver great experiences while aiming for store targets.

You’ll start with two weeks of induction (30 hours) on product knowledge and systems, with ongoing coaching to develop your skills in a fast-paced retail environment.

Qualifications

• Confidence and strong communication skills.
• Passion for delivering great customer experiences.
• Resilience and motivation to meet individual and team targets.
• Flexibility to adapt to different customers, products and priorities.
• Willingness to learn in a fast-paced retail environment.

Responsibilities

• Help customers choose from our range of products (phones, tablets, SIMs, accessories, broadband, TV packages).
• Assist customers in selecting price plans and setup.
• Showcase new/existing technology and accessibility features.
• Take ownership of customer queries and resolve issues.
• Collaborate with the team to hit store targets and maintain customer satisfaction.

Skills

Communication skills

Customer service

Team collaboration

Problem solving

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

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.

Next steps

The next steps are:

• Complete our quick online application and assessment.
• If successful, have a conversation with one of our friendly recruiters.

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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