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Customer Service Advisor (Hybrid Working)

Newcastle Job No. r00206941 Full-time - Hybrid

Job Description

Customer Service Advisor – Accenture, on behalf of Virgin Media 02

Available start date: 3rd June 2024

Hybrid working: 50% office based (Newcastle - Cobalt Business Park), 50% home based (after completion of up to 10 weeks office-based training)

Salary: £23,535 annual salary plus £1,000 sign on bonus and potential annual performance bonus

Shift patterns are Monday to Friday from 8am - 8pm (including bank holidays) with the possibility of occasional weekends.

Even in today’s digital world, there are times when customers want a personal touch, or help that only a human being can give them – and that’s where you come in. As a Customer Service Advisor for Virgin Media O2, you'll be supporting people from all walks of life to stay connected. So if you already have experience in a contact centre or a customer facing role within telecoms, you love talking with people, and believe in providing first-class customer experience, then you’ve probably already got what it takes to succeed here.

What you’ll receive:

  • A starting salary of up to £23,535 and an additional £1,000 sign on bonus. There’s also an annual bonus scheme (based on performance)

  • Flexible working – our contact centres have embraced hybrid working which means you’ll be based 50% from our Newcastle office and 50% from home. You’ll need to complete up to 10 weeks office-based training though when you start with us.

  • 25 days annual leave, plus bank holidays

  • Three paid volunteering days per year, so you can give back to a charity of your choice

  • Staff discounts on Virgin Media packages

  • Season ticket travel loan –  helping you save money and spread the cost of your travel

  • Pension scheme to protect your future

What you’ll be doing:

You’ll be helping and guiding our Virgin Media O2’s customers across all services (broadband, TV, mobile and landline). Whether it’s helping them with a billing query, answering a technical question, upgrading their package, or anything else they may want - with the training we provide you’ll be the expert that they need. You’ll get to know your customer through great conversations and be able to recommend products that will improve their experience with us. As you’ll be customers' first point of contact, we count on our advisors to give every caller a positive experience.

Training and Development is hugely important to us which is why we’ll teach you all you need to know about our products and how to deal with any challenge, no matter how big or small, so you can achieve your full potential as a Customer Service Advisor. All we look for in return is enthusiasm, passion and a willingness to learn and grow with us.


We’d love to hear from you if you have:

  • Minimum of 9 months consecutive experience in working in either a contact centre environment OR in a customer facing role within the telecoms industry

  • A genuine passion for great customer service and helping others.

  • Excellent communication skills

  • Resilience and a strong work ethic - it can be very fast paced and so you’ll need to be able to work well under pressure.

  • A willingness to learn - and use and navigate multiple IT programs and tools

  • Sales experience would be a plus, however it’s not essential, as we’ll provide all the training you’ll need

Where you’ll work!

When you’re not working from home, the other 50% of your time will be based at our brilliant Newcastle office at Cobalt Business Park. You’ll find it’s a fast-paced and friendly place to work, where you’ll have a target to meet, but you’ll also have plenty of support to help you achieve it. The office has free onsite parking and bike rack spaces, and we also operate a lift share scheme so you can save money on petrol. We have a fantastic café and each floor has its own break area with a kitchen. The business park also has onsite amenities for food, drink and shopping, if you want to explore further.

What are you waiting for?

If you think you’d be a great fit and are looking for a career where you can help people, problem-solve, and provide excellent service, then we’d love to hear from you. Click apply to get the conversation started!

Your application is important to us so if you're selected, one of our dedicated recruiters will be in touch to set up an initial call. We understand interviews can be daunting, so we’ll take the time to talk you through the process and you will have an opportunity to ask any questions you may have.

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