You will need to login before you can apply for a job.
Working as Customer Service Agent, you will respond to and resolve complex customer queries and complaints providing world class customer service, service recovery & resolution and outstanding experience driving increased value for customers and VMO2 across Cable, Mobile & SoHo.
As a Customer Service Agent, you will be based in one of our Customer Contact Centres where you will deliver against all key KPIs and targets to directly influence improvements in Customer Experience.
This role will involve working on a rota basis which will include working 2 Saturdays a month and 1 Sunday.
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
* Previous experience of dealing with complex customer issues
* Interest in and basic understanding of mobile/cable products and services
* An ability to use multiple systems and interpret technical information to resolve complex queries
* Experience in a contact centre role
* Excellent written and verbal communication skills
The other stuff we are looking for
You will carry out the following responsibilities:
* Resolve all customer queries first time - taking full ownership of all customer queries through effective liaison with relevant areas of the business.
* Helping our customers decide to stay or enhance their service by showing them the value and benefits of Virgin Media's products and services, whether this be cable, mobile or SoHo.
* Diagnose and fix faults using our catalogue of tools and software, focusing on fixing it first time across multiple channels, resolving escalated issues without hand-off.
* Take full ownership of own performance service levels, monitoring own performance statistics and taking action where necessary to achieve a range of targets and KPIs.
* Demonstrate excellent product and competitor knowledge by keeping up-to-date with a broad range of information including pricing information.
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.
Next steps
If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency based assessment.
When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you're offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.
Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.
#J-18808-Ljbffr