Customer Service Representative - Retentions
Virgin Media
Sheffield, United Kingdom
1d ago

Function : Customer Contact

31 / 03 / 2020

Customer Service Representative Retentions

Location : Sheffield

Salary : £22,080 OTE (£16,580 basic)

Hours : Full Time, 37.5 hours per week

Shifts : Rotational shift pattern within our opening hours

Monday Friday 8am to 9.15pm

Saturday / Sunday 8am to 6.15pm

Start Date February 2020

Training Pattern : From the start date you’ll need to attend 5 weeks of full-time training Monday to Friday.


You’ve probably seen Virgin Media around. Whether it’s TV, mobile or super-fast broadband, we’re 100% focused on building connections that really matter with our customers, and the communities we serve.

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 Teesside.

The Role

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 me?

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

  • Buy or sell extra holiday days on top of your 25 days holiday allowance
  • Mates rates on Virgin Media products
  • 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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