We are seeking a committed and customer-focused Customer Service Representative to join our dynamic Virgin Media Business Direct team. In this critical position, you will provide professional and efficient telephone and digital-based support to a diverse range of business customers—from Small Medium Enterprises (SMEs) to larger organisations—ensuring a high standard of service at all times. This is a hybrid role, requiring 3 days in the Sheffield office, the rest of the time you can work from home.
You will handle both inbound and outbound communications, managing a wide range of service-related queries through to resolution using case management tools. This role is pivotal in delivering excellent customer experiences and supporting the Account and Service Management teams.
Additionally, you'll play a key role in communicating important changes to customers as we phase out a particular service. Your ability to explain the changes clearly and assist customers in making well-informed decisions about their future options is vital.
Who we are
The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.
Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.
Together, we are Virgin Media O2, and we can't wait to see what you can do.
Accessible, inclusive and equitable for all
Virgin Media O2 is an equal opportunities employer, and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.
The must haves
In order to be considered, you must have the following experience;
1. Proven experience in a customer service or support role (experience in telecoms/business services is a plus).
2. Comfortable with both outbound and inbound communication.
3. Proven experience in a role demanding strong verbal and written communication skills, with clear evidence of effectiveness.
4. Experience in a role requiring you to work with CRM or ticketing systems.
5. Demonstrable track record staying highly organised, detail-oriented, and effectively managing multiple tasks in a fast-paced environment.
The other stuff we are looking for
We'd also love you to bring;
6. Standout colleague mentality with a collaborative and adaptable approach
7. Resilient, empathetic, and customer-first approach.
What's in it for you
Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.
Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.