Retail Advisor, 38hrs, Ilford

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

Benefits offered by this job

Bupa healthcare

Wellbeing support

Life cover

Pension

Job summary

Virgin Media O₂ is hiring a Retail Advisor in Ilford to guide customers on mobile, broadband and TV offerings. You’ll help customers choose plans, demonstrate features, and resolve queries with empathy.

You’ll work with a close-knit team to meet store targets and deliver outstanding service. Starting with two 2-day induction sessions, you’ll receive ongoing coaching to grow in a fast-paced retail environment and support a positive customer experience across shifts, including evenings and

Qualifications

• Strong communication skills essential for guiding customers.
• Demonstrated customer focus and ability to deliver great experiences.
• Empathy and resilience to resolve issues and build trust.
• Willingness to take ownership and meet targets.
• Collaborative mindset to work with store teams.

Responsibilities

• Help customers choose from products like mobile phones and broadband.
• Assist in finding the right price plan and setup for customers' needs.
• Showcase features and accessibility tools to customers.
• Resolve queries and build trust with customers.
• Support the store in achieving targets and high customer satisfaction.

Skills

Strong communication

Customer focus

Empathy

Ownership

Team player

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.

Summary

Location: Ilford

Job Type: Full Time

Posted Date: 22-Sep-2026

Ref #: AVT110617

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.

Next steps

If this sounds like a place where you could belong, we’d love to hear from you.

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.