Specialist Customer Service Advisor at Virgin Media O2

Specialist Customer Service AdvisorAbout the roleJoin us as a Complex Care Customer Service Advisor, where you’ll be the reassuring voice for customers who need us most.Our team handles calls from our most vulnerable customer base.  This could include customers who are recently bereaved, managing financial difficulties or living with physical or mental health conditions.  Our Advisors purpose is to handle these sensitive and high-impact interactions with empathy and care and professionalism.  By taking ownership of each query across our TV, broadband, mobile and telephone services, you will uncover the real issues behind every customers situation and provide the right support at the right time.What you’ll be doingDeliver Outstanding Service: Provide empathetic, personalised support that builds trust in difficult time for the customer. This isn’t about being overly cheerful – it’s about great listening skills and authentic human connection.Handle Complexity with Confidence: Manage up to 13 different interaction types across multiple channels including phone, email, messaging, and social media. Switch styles quickly and adapt to different customers, situations, and individual needs and circumstances. Clear Customer Communication: Communicating effectively, listening carefully and responding with clarity to ensure customer satisfaction.Own the Outcome: Go beyond quick fixes. Get to the heart of the matter through probing questions, ensuring first-time resolution wherever possible.Stay Resilient: Handle emotionally charged conversations with maturity, move on quickly after tough interactions, and maintain a professional focus throughout the day.As part of our Customer Excellence team, at times you will be required to support the wider team, from, supporting collections, fraud, complaints and case management Your Schedule, Training & LocationShifts: 37.5 hours per week, between 8am and 8pm, Monday to Sunday. Weekend work is part of the role (around 20% of your schedule), with enhanced pay for Sundays.Training: Your first 5 weeks will be full-time in the office (Mon–Fri, 9am–5pm) for induction and training. After that, you’ll move to your regular shift pattern.Hybrid Working: After 6 months (once probation is complete), you’ll be able to work remotely, with at least two mandatory office days each week (TBC). If additional training or support is needed we will bring you in up to 5 days per weeksLocation: Your contractual office location will be our Wythenshawe office until our site move to our stunning new Manchester City office ‘Island’ in the heart of Manchester City Centre in January 2026. Apply Now