15906 Customer Service Advisor - Fraud Handler
Salary: £22,308 per year
As a Fraud Handler with Virgin Media O2, you'll be the go-to person for our TV, telephone, broadband, and mobile customers when suspected fraud cases arise. You'll spot trends, provide valuable insights, and work closely with teams across Virgin Media O2 to make sure everything's handled swiftly and smoothly. You'll take the lead on investigating fraud reports, acting as the first line of support and knowing when to bring in extra help to get things resolved.
Once the investigation is wrapped up, you'll make sure the customer's account is fully restored - applying any necessary credits, resolving outstanding issues, and giving them advice on how to keep their account secure. Finally, you'll follow up with the customer to check they're happy with the outcome before you close the case.
Training
In the first couple of weeks, you will undergo our induction and training process. This is predominantly held between the hours of 9am-5pm, full time in the office. Upon completion of your training and induction, you'll transition to 37.5 hours a week, with these hours falling between 8am and 8pm. Embracing our flexible approach, you'll have the opportunity to work remotely for 3 days and be present in the office for 2 days a week. Weekend work is part of this role, dedicating approximately 20% of your schedule.
The must haves
* You must live within a commutable distance of our Birmingham office (by Birmingham airport).
* You must be able to work some weekends (approximately 20% of your schedule, which will come with enhanced pay).
The other stuff we are looking for
* Top-notch communication skills, both written and listening, to really connect with our customers as well as being detailed and organised to keep things running smoothly.
* You enjoy working in a fast-paced, customer-first environment where you can thrive under pressure.
* Building strong relationships is what you're passionate about, and you take pride in delivering a positive customer experience.
* If you've got customer service experience, great - but what matters most is your drive to learn.
What's in it for you
* A basic salary of £22,308.
* 20% uplift for every hour worked on a Sunday.
* 20% uplift for every hour worked after 8pm, 7 days a week (already get this on a Sunday).
* Hybrid working with 2 days in the office and 3 days remote.
* 25 days' annual leave, UK bank holidays, and your birthday off, to treat yourself.
* An excellent pension scheme, matching up to 10%.
* We're proud to offer a wide range of family-friendly policies designed to support you at every stage of life - whether it's our generous paternity leave, neonatal leave, or flexible carers' leave.
* Access to wellbeing benefits such as the Unmind App, BUPA medical cover (which you can opt to upgrade to cover loved ones) and critical illness cover.
* The option to buy and sell up to 5 days leave, to suit your personal needs.
* A Healthcare Plan & Life assurance.
Next steps
If Virgin Media feels like a place where you can belong, we'd love to learn more about you. Once you've applied, the next steps of the process, if successful, will be a call from one of our recruiters to talk through the role in more detail and take you through a competency-based telephone interview.
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.
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