Customer Service Representative - Retentions

Virgin Media
Sheffield, South Yorkshire
Total Compensation of £23,050 - Basic salary of £17,550 plus OTC of £5,500
03 Jul 2020
20 Jul 2020
Full Time
Contract Type

Shifts: Full Time, 37.5 hours per week. Rotational shift pattern required within our opening hours:

Monday – Friday 8am to 9.15pm

Saturday & Sunday – 8am – 6.15pm

Start Date – 24th August 2020

Join us in our live web-chat sessions to learn more about the role and the recruitment process. We’ll be answering any questions you may have about working here at Virgin Media, to give you all the information you need. To join the sessions, follow the link and sign up. See you there!


We’re working day and night to keep the country connected whilst adhering to the government guidelines.

Our services are more vital than ever before and as a result, our frontline agents have been classed as key workers and our centres remain open. In line with current Government advice the hope is you'll be able to work from home after an initial 5-week training period. Once the Government advice changes, you'll be expected to return to our lively contact centre in Sheffield which will be your permanent place of work.

We want you join us as soon as possible and help us keep our customers and the country connected.

The role

If you’re looking to build some meaningful connections with customers by finding the perfect products for them, come and join our team of customer care specialists at our call centre in Sheffield.

You’ll take phone calls from customers who are looking to cancel our service. We understand that these things happen - it may be that they’re thinking of moving to a competitor, or they might be calling to let us know that they’re not completely satisfied with their products.

We’re always aiming to build stronger relationships with our customers, and by listening carefully to their needs, we may be able to change their minds and convince them stay.

That’s where you come in – as you speak with customers over the phone, you’ll find out why they want to leave, and look to see whether there is anything we can do to keep them.

It’s all about the quality of your conversations. You’ll usually speak to around 35 customers a day, so you’ll have enough time to get to know each new person, and find out what makes them tick, combining your listening skills with key questions to do this.

As an ambassador for our brand, you’ll highlight the value of our products, using your in-depth knowledge to inform and excite the customer about other relevant services on offer that they might enjoy.

Who we’re looking for

  • You’re great with people, an effortless communicator both over the phone and in writing.
  • You’re comfortable handling objections and are resilient when faced with the occasional difficult conversation.
  • Your practiced listening skills will be the key to your success, helping you pick up on the key information you need to make irresistible product recommendations.

You might already know a bit about the types of products we have, or have previously worked with targets - if so, great! But it’s not essential. If you’ve got the drive to deliver the best for our customers, you’ll fit right in – and we can teach you the rest.

What’s in it for you

Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you. We’re a great place to work – and we offer impressive benefits too.

See below for a full list of benefits, including:

  • 25 days’ holiday, plus three extra days when you’ve been here five years
  • Your birthday off, every year!
  • A generous contributory pension
  • Private medical insurance

Car salary sacrifice scheme Discounts on our broadband, mobile, voice and media services, and money off other Virgin Group products, services and experiences

Things to consider before you apply

If your application is successful, the next step will be to complete a video interview. You’ll receive an email with a link to complete the video interview.

This might go into your spam/junk folder – so make sure to check these. Once you receive the link, you’ll have 7 days to complete the video interview, which means that you’ll have plenty of time to read through our handy video interview hints and tips guide, which you can find here. The guide will give you some useful advice on how to be your best self during the interview to increase your chances of success!

Due to the popularity of our roles, Virgin Media reserves the right to close the vacancy prior to the advertised closing date.

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 to build connections that really matter.

We are dedicated to nurturing an engaged workforce that represents the diversity of our customers and communities. Read more here.

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!


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