Retail Service Advisor

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

Benefits offered by this job

Private medical cover

23 days' annual leave + birthday off

Pension scheme (matching up to 10%)

Birth of leave / carers leave policies

Staff discounts and rewards

Job summary

Virgin Media O2 is seeking a Retail Service Advisor to join our Liverpool store. You will greet customers with energy, resolve queries, and showcase how staying connected with Virgin Media O2 enhances their everyday life.

This role is full-time and based in Liverpool. You will be part of a friendly, high-performing team, with training and development opportunities, private medical cover, extensive leave policies, and pension benefits.

Qualifications

• Must have a genuine passion for delivering brilliant customer service.
• Great communication and problem-solving skills are essential.
• Retail, sales, or customer service experience is a plus.

Responsibilities

• Greet customers warmly and create standout moments.
• Resolve account queries and tech challenges with a customer-first approach.
• Listen, understand, and offer solutions to tricky situations.
• Promote Virgin Media O2 products and services to enhance customer benefit.
• Follow store policies, flag risks, and protect customers and the business.
• Participate in training and teamwork to achieve high performance.

Skills

Customer service

Communication

Problem solving

Team player

Job description

Retail Service Advisor, 38hrs, Liverpool One

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Summary

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• Location: Liverpool
• Job Type: Full Time
• Posted Date: 20-Oct-2026
• Ref #: AVT111057

Make moments matter. Be the reason someone chooses to stay connected.

Who we are

At Virgin Media O2, we're not just about phones and broadband - we're about real connections. As a Store Service Advisor, you'll be the friendly face in our retail stores, turning everyday interactions into standout experiences. Whether it's helping with a billing query or solving a tech challenge, you'll bring energy, empathy, and expertise to every conversation.

You'll be part of a team that's passionate about people, proud of our products, and driven to make every visit memorable.

What You'll Be Doing

• Create standout moments - greet every customer with warmth, energy, and genuine interest.
• Solve with confidence - handle everything from account queries to tech challenges, always putting the customer first.
• Build loyalty through great conversations - listen, understand, and offer solutions that turn tricky situations into positive outcomes.
• Live our brand - show customers the benefits of staying connected with Virgin Media O2.
• Own it - follow our policies, flag risks, and protect both our customers and the business.
• Grow together - take part in training, share ideas, and celebrate wins as part of a supportive, high-performing team.

The must haves

• A genuine passion for delivering brilliant customer service
• Great communication and problem-solving skills
• Confidence in handling challenging conversations with care and professionalism
• A team player who brings positivity and energy to every shift

The other stuff we are looking for

• A genuine interest in technology and how it can make life better
• Previous experience in retail, sales, or customer service (though not essential)
• A proactive attitude and team spirit to thrive in a collaborative environment

What's in it for you

• A competitive hourly rate of £13.45
• Private medical cover
• Market-leading leave policies - maternity, paternity, neonatal, and carers leave
• 23 days' annual leave plus your birthday off, with the option to buy or sell up to 5 extra days
• An excellent pension scheme, matching up to 10%
• Plus, a wide range of support, rewards and tools - all focused on helping you prioritise what really matters.

Next steps

Once you apply, you'll be invited to complete an online assessment. If successful, one of our Recruiters will be in touch to chat through the role and answer any questions.

Ready to make your mark?

This is your chance to shape memorable moments for our customers while building a rewarding career. Apply today and bring your passion for people and technology to life with Virgin Media O2.

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