Customer Service Advisor

As a Fraud Handler with Virgin Media O2, you'll be the go-to person for our TV, telephone, broadband, and mobile customers when suspected fraud cases arise. You'll spot trends, provide valuable insights, and work closely with teams across Virgin Media O2 to make sure everything's handled swiftly and smoothly. You'll take the lead on investigating fraud reports, acting as the first line of support and knowing when to bring in extra help to get things resolved.

Once the investigation is wrapped up, you'll make sure the customer's account is fully restored-applying any necessary credits, resolving outstanding issues, and giving them advice on how to keep their account secure. Finally, you'll follow up with the customer to check they're happy with the outcome before you close the case.

Training

In the first couple of weeks, you will undergo our induction and training process. This is predominantly held between the hours of 9am-5pm, full time in the office. Upon completion of your training and induction, you'll transition to 37.5 hours a week, with these hours falling between 8am and 8pm. Embracing our flexible approach, you'll have the opportunity to work remotely for 3 days and be present in the office for 2 days a week. Weekend work is part of this role, dedicating approximately 20% of your schedule.

• Top-notch communication skills, both written and listening, to really connect with our customers as well as being detailed and organised to keep things running smoothly.


• You enjoy working in a fast-paced, customer-first environment where you can thrive under pressure.


• Building strong relationships is what you're passionate about, and you take pride in delivering a positive customer experience.


• If you've got customer service experience, great - but what matters most is your drive to learn.
  
  Virgin Media O2 is the UK's fastest broadband network and one of the nation's most-loved mobile brands. As one of the country's biggest companies, we're expanding our offering to millions of new customers. Our goal is to provide more choice and better value while championing customer satisfaction.


We're an equal opportunities employer working hard to remove bias and barriers for our people and candidates, we build equity and inclusion into everything we do so you can be your authentic self throughout your application journey.

The must haves

• You must live within a commutable distance of our Birmingham office (by Birmingham airport).


• You must be able to work some weekends (approximately 20% of your schedule, which will come with enhanced pay).
  
  We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards, and tools - all focused on helping you to prioritise what really matters.


You'll find the full list of benefits on our careers site, including:

• A basic salary of £22,308.


• 20% uplift for every hour worked on a Sunday.


• 20% uplift for every hour worked after 8pm, 7 days a week (already get this on a Sunday).


• Hybrid working with 2 days in the office and 3 days remote.


• 25 days' annual leave, UK bank holidays, and your birthday off, to treat yourself.


• An excellent pension scheme, matching up to 10%.


• We're proud to offer a wide range of family-friendly policies designed to support you at every stage of life-whether it's our generous paternity leave, neonatal leave, or flexible carers' leave. We've got your back when it comes to what matters most


• Access to wellbeing benefits such as the Unmind App, BUPA medical cover (which you can opt to upgrade to cover loved ones) and critical illness cover.


• The option to buy and sell up to 5 days leave, to suit your personal needs.


• A Healthcare Plan & Life assurance.


Next steps