About Company
Virgin Media O2 is a leading converged media and communications company in the UK, proudly connecting people to the things they love. As a joint venture between Liberty Global and Telefónica, we are at the forefront of innovation, delivering lightning-fast broadband, entertainment, and mobile services to millions of homes and businesses. We believe in creating a world where connectivity powers life, bringing people closer to what matters most. Our culture is dynamic, inclusive, and forward-thinking, driven by a passion for customer satisfaction and technological advancement. Join us and be part of a team that’s building the future of digital Britain, making a tangible difference in the lives of our customers every single day.
Job Description
Are you passionate about building lasting relationships and delivering exceptional customer experiences? Do you thrive in a remote work environment where your communication skills can shine? Virgin Media O2 is seeking a dedicated and proactive Customer Relationship Executive to join our remote team, based in the Birmingham, England region. In this pivotal role, you will be the heart of our customer interactions, serving as a primary point of contact for our valued clients, fostering strong relationships, and ensuring their journey with Virgin Media O2 is seamless and positive.
Working from the comfort and convenience of your home office, you will be empowered to manage a portfolio of customers, understanding their needs, addressing their queries, and proactively identifying opportunities to enhance their service experience. This isn’t just about problem-solving; it’s about connecting with people, building trust, and representing the Virgin Media O2 brand with integrity and enthusiasm. You will be instrumental in ensuring customer retention, driving loyalty, and contributing directly to our overall customer satisfaction goals.
We are looking for someone who is not only a fantastic communicator but also a skilled listener, empathetic, and resourceful. You’ll navigate a diverse range of customer scenarios, from technical support queries to billing inquiries and service upgrades, always aiming to provide a first-call resolution where possible. This role requires a high degree of autonomy, excellent organizational skills, and the ability to thrive in a fast-paced, target-driven environment. While remote, you’ll be an integral part of a supportive team, benefiting from regular virtual check-ins, comprehensive training, and continuous professional development opportunities. If you’re ready to take ownership of customer relationships and play a key role in Virgin Media O2’s success story, we encourage you to apply.
Key Responsibilities
- Manage and cultivate strong, lasting relationships with an assigned portfolio of customers.
- Act as the primary point of contact for customer inquiries, issues, and feedback, ensuring timely and effective resolution.
- Proactively engage with customers to understand their evolving needs and recommend suitable Virgin Media O2 products and services.
- Resolve customer complaints and escalations with professionalism and empathy, aiming for first-call resolution where appropriate.
- Maintain accurate and up-to-date customer records within our CRM system.
- Collaborate with internal teams (e.g., technical support, sales, billing) to ensure a holistic customer experience.
- Contribute to customer retention and loyalty initiatives by identifying potential churn risks and implementing solutions.
- Stay informed about Virgin Media O2's product offerings, services, and industry developments.
Required Skills
- Proven experience in a customer service or relationship management role (minimum 1 year).
- Exceptional verbal and written communication skills with a clear, articulate, and empathetic approach.
- Strong problem-solving abilities and a calm demeanor under pressure.
- Proficiency in using CRM software and standard office applications (e.g., Microsoft Office Suite).
- Excellent organizational and time management skills, with the ability to work independently.
- A dedicated and quiet home office setup with a reliable high-speed internet connection.
- Ability to adapt quickly to new technologies and processes.
Preferred Qualifications
- Experience in the telecommunications or internet service provider industry.
- Demonstrated ability to meet and exceed customer satisfaction and retention targets.
- Familiarity with remote collaboration tools and best practices for remote work.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous holiday allowance.
- Comprehensive health and wellness benefits package.
- Employee discounts on Virgin Media O2 products and services.
- Access to ongoing training and professional development programs.
- Opportunities for career progression within a leading UK company.
- Supportive and inclusive company culture, even in a remote setting.
- Pension scheme.
How to Apply
If you are ready to connect with customers and grow your career with a leading telecommunications giant, we encourage you to apply. Please click on the application link below to submit your CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this remote role.