Job Details

Customer Service Advisor - Complaints Resolutions

Manchester -Wythenshawe Concord Bus Pk Threapwood R -C0480

Location: Manchester

Customer Contact

Salary: Basic salary £19,100 plus amazing benefits

Basic salary £19,100 plus amazing benefits


Customer Contact

Closing Date:


Customer Service Advisor - Complaints Resolutions

Location – Manchester, Wythenshawe

Start date – 4th February 2019

Basic salary of £19,100 plus amazing benefits

Full time rotational shift pattern of 37.5 hours  per week between 8am-8pm Monday to Friday

and Saturday 9-5pm

At Virgin Media we pride ourselves on providing great service and getting great results.  It’s about doing things differently and changing the game.  And to make that happen our people need to be a little bit different too. Forget about pen pushers and clock watchers. Our people are super sharp, conscientious and put the customer at the heart of everything they do. So if you join us as a Customer Complaints Advisor, get ready for something new.

We love our customers and we hate if they are not completely happy with our service.  So when such customers contact us, you’ll see if you can make things right. It’s all about listening and analysing to ensure you can turn a negative situation into a positive experience,  As well as demonstrating first class communication skills to ensure our customers feel informed and confident that they are being looked after. 

As part of the Customer Complaint team, you’ll be expected to deliver a prestige service to all of our customers whilst also handling high level, escalated customer complaints.  

As a friendly, confident customer service advisor you already know the importance of building rapport and finding the right solution. You’ll keep going until you’ve found an acceptable outcome and understand the importance of taking ownership. In fact, you’ll give it your all.

To be successful in this role and provide a first class service, you’ll need excellent written and verbal communication skills as there are many different ways to communicate with our customers.  The ability to remain calm under pressure is one of the keys to success as is having the ability to juggle a varied workload.  Confidence in navigating computer systems is also important as well as being comfortable working within a targeted environment. But what’s vital is that you have get-up-and-go, a love of team working and a real desire to create fantastic experiences for our customers.   In return we’ll give you coaching, training and one-to-one development.  We’ll work with you to help you achieve departmental core productivity KPI’s, this will enhance your performance which is monitored through daily weekly and monthly targets. We will support you in identifying and securing service enhancements through the use of effective analytics and communication tools.

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

Virgin Media is part of Liberty Global, the world’s biggest cable company. We are delivering the biggest investment in the UK’s digital infrastructure for over a decade. Through four multi-award-winning services - Virgin Fibre, Virgin TV, Virgin Mobile and Virgin Phone - we help people access technology so they can do more, be more and have more fun.   Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you.

Our benefits are your reward for being brilliant. They’re pretty darn spectacular. Just like our people. We’ve put together a package to help you love what you do, at work and at play.  You will get 25 days holiday and your birthday off each year, we provide a company funded Medical Plan as well as a Pension Plan where we will match every pound you put in, up to 10%. What's more you'll also benefit from discounts across Virgin Media products and Virgin brands and many other perks on top.

You can find out about all benefits in full here.

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