Customer Service Superstars

If you think, like us, that happy customers are key to a successful business and you’ve got the patience, confidence, and personality to keep our customers sweet – we think you might be one of our next Customer Service Superstars!


Check out our customer-facing Apprentice Schemes where you could be our next superstar, but if you think you might like something a little different do check out the other schemes we offer.

Interested in this Scheme? Register your interest now and we will be in touch when we open shortly for applications.


Customer Retention Advisor


At Virgin Media, we love our customers but we hate to see them leave – maybe you can convince them to stay a while?

We may flaunt the country’s fastest broadband speeds and state-of-the-art TV products, but customers still sometimes call us to cancel their services – and we need Customer Service Superstars to help change their minds!

We do things a little differently, and that’s why we need our people to be a little bit different too. We’re not pen pushers or clock or clock watchers – we’re super sharp and switched on to any challenge that comes our way.

Let’s talk about what you’ll be doing…

As part of Customer Retention Apprenticeship Scheme, you’ll get loads of advice and support from your scheme mentor and other workmates. You’ll learn how to take ownership of customer queries and work closely with your team to get them sorted out first time.

It’s all about listening! Working from our advanced call centres in Stockton-on-Tees and Sheffield, you’ll develop a sixth sense for turning a negative situation into a positive experience for our valued customers. We’ll teach you all about what makes our network so special – and how to persuade customers to stay on with us.

Not only will you be working towards your commission-based targets, but also a range of exciting team targets and incentive rewards.

How are you going to get there?

You’ll need five GCSEs – including Maths (Grade B), English and Science (Grade C or above/ Grades 4-9) or equivalent – but a taste for quality customer service and a confident, pro-active and resilient enough personality to face any query are more important than qualifications.

Understanding our business values and how to put smiles on the faces of our customers, as well as making them come back for more of our groundbreaking services, is the key to becoming a Customer Service Superstar.

You’ll also need some basic computer skills too.

So, what can we do for you?

Our scheme, which can last up to 15 months, has been carefully structured to give you all the experience and exposure to our leading business practices you’ll need to fast track a successful career in Customer Service.

Not only will you be learning specific and transferrable skills, you’ll also earn a competitive salary – that includes an extra £5,500 for on target commission – and the chance to win spot prizes and even holidays to tropical destinations!

In 2017, we announced our long-term vision of achieving 50/50 gender parity by 2025. It’s super-important for us to reflect equality, especially for STEM based subjects – and that’s why we’re encouraging men and women to bring their skills to tech roles.

If you survive on the thrill of providing great customer solutions for a free-thinking and fun-loving company… Come and be a part of something special!

Apprenticeship: Level 2 Customer Retention Advisor
Qualification: Specific qualification depending on area of business
Duration: 12 months
Location: Stockton-on-Tees, Sheffield
Contract: Permanent
Requirements: 5 GCSEs, including Maths (Grade B), English and Science (Grade C or above, Grade 4-9) or equivalent.
Salary: £16,500 + on-target commission of up to £5,500 + amazing benefits

If you’re a service superstar who survives on the thrill of providing great client solutions for a free-thinking and fun-loving company, then our Virgin Media Customer Retentions Apprenticeship scheme is a rocket-fuelled launchpad for a high-flying career in customer service.

We currently have no opportunities for Customer Retentions Apprentices, but you can still register your interest for the role and when opportunities become available, we will be in touch. Register your interest now >>

Got more questions? Check these out…

Residential Field Technician


Our Residential Field and Customer In-Home Technicians are the face of Virgin Media, visiting customers’ homes to install and repair our groundbreaking broadband, TV and home phone products

At Virgin Media, our customers expect to be dazzled! By both our products, which include the UK’s fastest broadband network, and by our people – for making their lives brighter, easier… and a bit more fun!

Our Customer In-Home Technician Apprenticeship Scheme welcomes both women and men to join the frontline of providing our amazing services – travelling across your region in one of our distinctive vans, visiting customers’ homes to set up or fix their products.

All our Apprenticeship Schemes are offered on permanent contracts. And, around 90% of apprentices stay on with us – while others will have gained transferable skills that are sought after elsewhere.

Let’s talk about what you’ll be doing…

As a Customer In-Home Technician, you’ll learn how to install and repair our ground-breaking broadband, TV, mobile and home phone services – while reflecting the Virgin Media brand in every interaction you have with customers.

Your caring scheme mentor and other workmates will help you gain valuable experience and exposure across the business. You’ll be taught how to run cables properly, measure and adjust signal levels, make and change connections, configure state-of-the-art equipment and give our customers the low down on how their services work.

At Virgin Media, you’ll be part of a growing business, we’ll keep growing by attracting, and keeping, customers with our sensational products, ultrafast speeds and heartfelt service.

And, while you’re kickstarting your career at one of the country’s most forward-thinking and fun-loving companies, you’ll be paid a tidy sum with some incredible benefits too! What’s not to like?

How are you going to get there?

Ideally, you’ll be comfortable using cutting edge technology, enjoy solving problems (especially using your hands) and have a talent for talking to people – while a full driving license and head for heights would also be useful!

Some experience within telecoms, IT or electronics as part of a customer facing role would be a bonus but not essential. And, an understanding of how to use power tools, test equipment and the latest smartphones, tablets and PCs will also help your case.

We do things a little differently here. And to make that happen our people need to be a little different too. This isn’t a place for pen pushers and clock watchers. Our people are super sharp and switched on. They are friendly, flexible and up for the challenge of satisfying our customers – that’s the deal here!

So, what can we do for you?

We’re looking for tech savvy women and men who can shine a bright light on technical gremlins, while being a brand ambassador every time they deal with our customers.

In 2017, we announced our long-term vision of achieving 50/50 gender parity by 2025. It’s super-important for us to reflect equality and diversity in our workforce, especially for STEM* based subjects – and that’s why we’re encouraging men and women to hone their technical skills with us.

If you’re a demon of diagnostics with a personality to match your technical expertise join Virgin Media… Come and be a part of something special!

(*STEM based subjects are those that fall under Science, Technology, Engineering and Maths disciplines)

Apprenticeship: Level 3 Unified Communications
Duration: 15 months
Locations: Harlow, London (North East, North West and West), South Yorkshire, North Yorkshire, Reading and the Wirral
Requirements: Maths and English GSCEs (Grade C or above, Grade 4-9), Completion of Level 1 or 2 Functional Skills Exams (Maths, English Reading, English Writing and ICT) is required if not exempt, Full driving licence.
Salary: Salary: £16,000 (or £18,500 for London areas) + salary progression based on performance + amazing benefits

We are now open for applications for our September 2019 intake of Customer In-Home Technicians, why not apply now >>

Got more questions? Check these out…