Senior Customer Service Agent - Complex Case Handler

We’re looking for a highly skilled, customer-obsessed VIP Customer Service Agent to provide world-class service and issue resolution to our most complex and highly sensitive customers. You’ll make sure every interaction exceeds expectations while capturing insights that support strategic business growth. This role is part of our VIP Customer Hub.

You’ll assess and investigate customer complaints, listening with empathy and taking full ownership until the customer is satisfied with your proposed resolution. You’ll handle interactions on the phone and create final resolution letters, where drafting excellent correspondence is key. Your ability to understand and promptly address complaints will establish you as an expert.

Shifts are 37.5 hours per week between 8am and 9pm, Monday to Sunday, with around 20% weekend work and enhanced pay for Sundays. First 6 weeks are full-time office training Mon–Fri 9am–5pm, then first 3 months full-time in office. After 3 months and meeting call quality, hybrid with two mandatory office days weekly.

Virgin Media and O2 serve over 46 million customers across broadband, mobile, phone, and home services. You must live within a commutable distance of our Manchester city centre office. Foster trust and continued loyalty through exceptional experiences.