Customer Service Representative - Retentions - Part Time Available

Virgin Media
Stockton-on-Tees, Durham
17,550 per annum + £5.5k OTE plus amazing benefits
01 Apr 2020
30 Apr 2020
Full Time
Contract Type


  • Permanent contract on full-time (37.5hrs) or part time (min. 20hrs, between 5pm & 9.15pm)
  • Fixed term contract (3 or 6 months), full-time hours only

Shifts: Hours above over five days on a rotational shift pattern within our working hours (Monday-Friday 8am-9.15pm and Saturday-Sunday 8am-6.15pm)


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 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 Teesside.

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:

Next Steps

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.