About Company
At Virgin Media O2, we are at the forefront of connecting millions of people across the UK to the things they love. As a leading converged media and telecommunications company, we’re shaping the future of connectivity, entertainment, and digital services. Our mission is to upgrade the UK by bringing cutting-edge technology and exceptional service to our customers, enriching their lives through seamless communication and entertainment. We are a company built on innovation, customer obsession, and a vibrant culture that values diversity, inclusion, and the well-being of our employees. From high-speed broadband and mobile services to engaging TV platforms, we’re dedicated to delivering an unparalleled experience. Join our team and be part of a company that is not just connecting people, but also building a better digital future for everyone.
Job Description
Are you a natural problem-solver with an exceptional knack for turning challenging situations into positive outcomes? Do you thrive on providing outstanding customer service, even when things get tough? Virgin Media O2 is seeking a dedicated and empathetic Remote Complaint Resolution Partner to join our dynamic team operating from Milton Keynes. This is a unique opportunity to work from the comfort of your home, making a tangible difference in our customers’ lives and helping to maintain our reputation for excellence.
At Virgin Media O2, our customers are at the heart of everything we do, and when they face issues, we believe in resolving them with speed, professionalism, and genuine care. As a Remote Complaint Resolution Partner, you will be the key point of contact for customers experiencing complex or escalated service issues. You’ll be responsible for conducting thorough investigations, understanding the root cause of problems, communicating effectively with customers, and collaborating with various internal departments to implement lasting solutions. This isn’t just about fixing problems; it’s about rebuilding trust and ensuring every customer feels heard and valued. We’re looking for someone who can navigate sensitive conversations with grace, maintain composure under pressure, and consistently deliver resolutions that exceed expectations. If you’re passionate about making a real impact and want to be part of a company that values its people as much as its customers, this role is for you.
This role offers the flexibility of remote work, allowing you to manage your professional and personal life effectively, while still being an integral part of our Milton Keynes-based operational team. You will receive comprehensive training and ongoing support to ensure you have all the tools and knowledge needed to excel. Our culture fosters continuous learning and development, providing pathways for career progression within the company. We believe in empowering our employees to take ownership and innovate, and your insights will be crucial in helping us refine our processes and improve the overall customer experience. We are committed to diversity and inclusion, creating an environment where everyone feels welcome and has the opportunity to thrive. Join Virgin Media O2 and become a champion for our customers, helping us to set the standard for service excellence in the telecommunications industry.
Key Responsibilities
- Investigate and resolve complex customer complaints efficiently and effectively, adhering to company policies and regulatory guidelines.
- Communicate with customers via phone, email, and chat to understand their concerns, set expectations, and provide clear, empathetic updates on resolution progress.
- Collaborate proactively with internal teams such as technical support, network operations, billing, and sales to gather necessary information and facilitate comprehensive solutions.
- Document all customer interactions, investigations, and resolutions accurately and thoroughly within our CRM system.
- Identify recurring complaint trends and provide constructive feedback to management and relevant departments for continuous process improvement.
- Ensure full compliance with all regulatory requirements, consumer protection laws, and company standards during all stages of complaint handling.
- Proactively follow up with customers post-resolution to ensure satisfaction and maintain strong customer relationships.
Required Skills
- Proven experience (minimum 2 years) in a customer service, dispute resolution, or complaint handling role.
- Exceptional verbal and written communication skills with the ability to convey complex information clearly and concisely.
- Strong problem-solving and analytical abilities, with a methodical approach to identifying root causes and devising effective solutions.
- High level of empathy, patience, and emotional intelligence, capable of handling sensitive situations with tact and professionalism.
- Demonstrated ability to manage difficult conversations, de-escalate challenging situations, and maintain composure under pressure.
- Proficient in using CRM software (e.g., Salesforce, Oracle) and standard office applications (e.g., Microsoft Office Suite).
- Self-motivated, highly organized, and capable of working independently in a remote work environment, managing time and tasks effectively.
Preferred Qualifications
- Previous experience within the telecommunications or utility industry.
- In-depth knowledge of UK consumer protection laws and regulations (e.g., Ofcom guidelines, Consumer Rights Act).
- Certification in conflict resolution, mediation, or customer service excellence.
Perks & Benefits
- Competitive base salary with performance-based bonuses.
- Generous annual leave allowance, including bank holidays.
- Comprehensive private health and dental insurance.
- Robust pension scheme with significant company contributions.
- Exclusive discounts on Virgin Media O2 broadband, TV, and mobile services for you and your family.
- Extensive opportunities for professional development, training, and career progression within a large, dynamic organization.
- Employee assistance program and a wide range of wellbeing support services.
- Access to a variety of discounts on retail, entertainment, and lifestyle services through our employee perks platform.
How to Apply
If you are ready to make a significant impact and help us deliver outstanding customer experiences, we encourage you to apply today. Please click on the application link below to submit your CV and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!