Customer Sales & Retention Apprentice

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Are you ready to study and work towards professional qualifications while learning how to deliver exceptional customer service? Want to earn a good salary and amazing benefits, including incentive schemes, company discounts and generous holiday? Then our Customer Sales & Retention Apprentice Scheme could be just what you’re looking for.

Who are our Customer Sales & Retention Apprentices?
They’re the people whose job it is to engage and retain customers who are thinking of leaving us. They do it by listening effectively, handling objections and looking for opportunities to enhance new or existing packages – all while delivering a fantastic customer experience.

Build your expertise
Working in our Teesside call centre teams, you’ll become an expert at understanding customers’ needs and pointing them towards products and services they won’t be able to resist. Some of the calls can be challenging, but we’ll train you to listen carefully, talk knowledgeably about what we have to offer and support each customer’s decision to stay.

“The apprenticeship has shown me just how much I’m capable of achieving.””

Kirstie, former Customer Sales & Retention Apprentice

What’s in it for you
The opportunity to earn a good salary while working towards a Customer Service Level 2 Apprenticeship. This involves honing your skills in customer service, communication, influencing and organisation, so gives you a great foundation for any number of future career paths (in Virgin Media and beyond). You’ll also enjoy some amazing benefits, including:

  • On target commission (OTC) of £5,500 plus uncapped commissions for overachievement
  • Annual incentive scheme with outstanding prizes for top performers
  • Weekly and monthly incentives where you can win vouchers, early finishes, days off and more
  • 25 days’ holiday a year, rising to 28 days once you’ve been with us five years
  • Unbeatable deals on mobile, broadband, TV and home phone services
  • Choice of a range of personal benefits, including medical plans and dental cover
  • Contributory pension scheme

Work where you work best
Our call centres have remained open during the pandemic, reflecting the fact that our services have become more vital than ever before. But we are still keen for as many of our employees as possible to work from home, including our Customer Sales & Retention Apprentices. So after an initial five-week training period, you should get some flexibility over where you work, whether it’s from the comfort of your own home or in a buzzing modern call centre, complete with break-out areas, pool table and top-quality canteen.

What we look for
Brilliant all-round communicators who are great with people and will thrive in a fast-paced, target-driven environment. Listening skills are really important, as is the ability to learn and remember key information about products and services. You also need to be happy working rotational shifts. Our Customer Sales & Retention Apprentices work 37.5 hours a week at various times between 8am-9.15pm (Monday to Friday) and 8am-6.15pm (Saturday and Sunday) and as such you must be over 18 years of age.

Apprenticeship: Customer Service Level 2
Scheme duration: 15 months, but all our apprenticeships are offered on a permanent basis
Start dates: 25 October 2021
Location: Teesside
Salary: £18,530 + on-target commission of £5,500 and uncapped commissions for overachievement + amazing benefits + 25 days’ holiday + opportunities for flexible working
Deadline for applications: 30 September 2021


Still got questions about the role?  Why not join one of our live web chats over the coming weeks where you can ask anything and everything of our experts, register your interest in a session today.


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