Job Details

Customer Service Advisor – Outbound Collections – Full Time - Birmingham


Location: Birmingham


Salary: OTE of £18,150 - £23,450 + amazing benefits. Starting with a package of £16,850 and within your first year working up to £18,600 onwards after training and meeting performance related targets.

Start Dates: Early January 2019

37.5 hours per week working a rotational shift pattern between the hours of 8am - 8pm Monday to Friday. Rotational shift pattern is a week of 8am - 4.30pm, followed by a week of 11.30am - 8pm. Also includes 1 in 2 Saturday’s with a day off that week in lieu. Please note our opening hours may be subject to change

Your role

Sometimes we need to talk to customers who owe us money; if they are having trouble paying us we need to find out why to try and find a solution. So you might help them with a payment plan or point them towards a more affordable package. We love our customers and we don’t want to lose them, so you’ll work with them to get a win-win solution. This is a target based role but balanced with the need to problem solve and do what’s right for our customers. We have a diverse mix of customers with varying needs, so we are creating a workforce with a real desire to create fantastic experiences for our customers by adapting to them.

About you

Would you like to be part of a dynamic team within a fast-paced & professional working environment? You’ll need to have the ability to build rapport and empathise with our customers, managing difficult situations to help find a solution that suits everyone. You’ll already have a taste for giving great customer service and whilst having experience in a Collections role is ideal, it’s not as essential as a demonstrable passion for delivering an amazing service which is key. It’s also important that you are not fazed by making outbound calls to our customers, or working towards targets. You will need to have a good basic knowledge of computers to help navigate our systems; which we will of course train you on.

Your training

A fantastic tried and tested 3 week induction will welcome you to Virgin Media. We’ll give you full classroom training on our products, services and ways of working and that’s just the beginning. You will then spend two weeks in our Academy putting into action all that you’ve learnt so far. It doesn’t stop there though, once you are in your role you will receive ongoing coaching and one to one development; it really is a supportive environment.

Your rewards

Our rewards for meeting targets are pretty special - ‘Sparkle’ is the name of our scheme. It’s all about us recognising the people who live our values and demonstrate their exceptional customer service skills by doing what’s right by our customers. Our monthly recognition awards offer cash prizes. Sound good? We also hold an annual Award Ceremony where you will be treated to an amazing day out and an opportunity to win over £2,000.

As a member of the Virgin Media family, you’ll also enjoy impressive benefits, including the ones below to name but a few:

* Performance related bonus
* 25 days’ holiday each year pro rata, rising to 28 after five years’ service and you can buy more!
* Your birthday off, every year!
* Generous contributory Pension scheme
* Private Medical Insurance
* Car Salary Sacrifice scheme
* Discounted Virgin Media services and money off loads of other Virgin Group products, services and experiences

Come and be a part of something special. Join us!

We are proud to work with Everywoman to champion the advancement of women in business, and through our partnership with Scope to help one million disabled people get into and stay in work by the end of 2020. We strive to build a diverse and sustainable workforce where gender balance and parity are integral features of our workplace, and where disabled candidates and employees can confidently perform to their full potential through our Work with Me adjustment process. If you are thinking about applying for a job with us and have a condition or impairment that could impact your performance we’ll be happy to work with you to explore adjustment options.