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Customer Service Advisor - Collections Advisor
Sector: Customer Services
Role: Assistant
Contract Type: Permanent
Hours: Full Time
Salary: £22,308
At Virgin Media O2, we're not just about keeping people connected; we're about making every interaction meaningful. Join us as a Specialist Collections Advisor, where you'll make a real difference by supporting vulnerable customers facing financial challenges. In this role, you'll work with empathy and care to find tailored solutions, helping customers manage their accounts; providing solutions before they get into difficult financial situations and helping them set up payment plans if they do. You'll be key to ensuring they stay connected to the services they rely on.
In this role, you will:
* Assess and investigate customer accounts, listening with empathy and taking full ownership of their concerns.
* Provide tailored solutions, such as setting up payment plans, ensuring you understand the root cause of their difficulties to propose the best resolution.
* Communicate effectively, engaging with customers over the phone and occasionally through WhatsApp messaging, showcasing your strong written and verbal communication skills.
* Offer guidance with care and understanding, using your excellent listening and questioning skills to help customers regain financial stability.
Training and Development
Your journey starts with a comprehensive induction and training programme during your first few weeks (9am-5pm, full-time in the office). After that, you'll transition to a 37.5-hour work week, with flexible shifts between 8am and 8pm and hybrid working options. Weekend work is part of this role, comprising about 20% of your schedule.
Who we are
Virgin Media and O2 have come together to offer the best in connectivity, serving over 46 million customers across broadband, mobile, phone, and home services.
The must haves:
* You must live within a commutable distance of our Birmingham office (located next to Birmingham Airport).
* You'll need to work some weekends (approximately 20% of your schedule, with enhanced pay).
The other stuff we are looking for:
* Strong written and verbal communication skills.
* Great listening abilities to build trust and resolve complex queries.
* A keen eye for detail and the ability to stay organised in a fast-paced environment.
* A passion for building meaningful customer relationships.
What's in it for you:
* A competitive base salary of £22,308 with 20% uplift for Sunday hours.
* Hybrid working: 3 days remote, 2 days in the office.
* Annual leave: 25 days' annual leave, UK bank holidays, and your birthday off.
* Outstanding benefits: An excellent pension scheme (matching up to 10%), BUPA medical cover, critical illness cover, and life assurance.
* Flexibility: The option to buy and sell up to 5 days of leave and a host of family-friendly policies.
Next steps:
Ready to Apply?
If Virgin Media O2 feels like a place where you can belong, we'd love to learn more about you! Following your application, you will receive a link to complete an online video assessment. If you are successful at this stage, one of our recruiters will give you a call to discuss the role in more depth and give you a chance to ask any questions. From here, you will be booked into an assessment centre onsite at Eagle Court with our hiring managers. Shine during the interview, and upon success, receive your offer to kickstart your training and join our team!
Apply now!
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