Salary: £16,500 plus on target commission of £5,500 and amazing benefits
Location: Stockton on Tees
Hours: Full Time. 37.5hrs per working week on a rotating shift pattern (between the hours of 8am and 10pm, 7.5hr shifts and 5 days out of 7).
Start dates: 21 January 2019 & 11 February 2019
At Virgin Media, we’re known for our ultrafast broadband speeds. But, our £13 billion telecoms network is only as important as the products and services it connects and the customers that we encourage to use them. Whether it’s TV, mobile, home phone or super-fast broadband services across the UK, at Virgin Media we’re 110% focused on making their lives easier, richer and a little bit more fun.
This Apprenticeship programme is open to everyone aged over 18yrs; whether you already have a long career behind you and are ready for a fresh opportunity or are just starting out. We do things a little differently, and to make that happen our people need to be a little bit different too. Forget about pen pushers and clock watchers. Our people are super sharp and switched on. Flexible, friendly and up for any challenge. And you’ll be in good company – our Customer Retention Apprentices are always working not only toward their own but their team targets and competitions too.
Let’s talk about what you’ll be doing…
We love our customers and we hate to see them go. So when customers call to break up with us, you’ll see if you can make things right.
It’s all about listening. Working in our state-of-the-art call centre in Stockton on Tees you’ll be turning a negative situation into a positive customer experience. You’ll help them decide to stay. You’ll be taking ownership of customer queries and work with your colleagues to ensure you resolve them first time.
How are you going to get there?
You’ll already have a taste for giving great customer service and you’ll understand what’s needed to make them happy – and coming back for more amazing service.
You’ll need some basic computer skills too. But what’s vital is that you have get-up-and-go, a love of team working and a real desire to create fantastic experiences for our customers.
Personality plays an important role in any customer service position, so you should be confident, pro-active and resilient enough to face any enquiry – our Retentions team work hard and have fun while they’re at it!
So, what can we do for you?
Our Customer Retention Advisor roles are a Level 2 Apprenticeship – which means from day one you’ll benefit from a comprehensive & structured development programme, including a thorough induction, ongoing training and one-to-one development. And, when you’ve successfully completed the programme (up to 15 months) you’ll receive a Customer Service Level 2 Apprenticeship. With the formal structure of the apprenticeship we can guarantee you’ll receive the personal support you need to succeed and excel in the role – no matter what your background as you join us.
Beyond your very competitive base salary of £16,500 we recognise this is all about increasing the value for your customers and our business. So we’ll make sure you get a big share of the rewards too!
That means, spot prizes and even holidays in tropical destinations for our top performers and of course a, highly achievable, commission of up to £5,500.
And if that wasn’t enough, this is what we mean when we say amazing benefits…
- 25 days’ holiday each year, rising to 28 after five years’ service
- Your birthday off every year!
- Contributory pension scheme
- Season Ticket Loan
- Team Rates; offers, deals and perks on mobile, broadband, TV and home phone services
- Tribe; a great Virgin Group discount scheme so you can get money off loads of Virgin products, services and experiences
- Employee Assistance Programme
- And there’s much, much more. Our Choices package means you can choose from a range of personal and family benefits including medical plans and dental cover, Ride2Work scheme and the option to buy or sell up to five extra days’ holiday a year. You’ll get the benefits you choose at a very competitive rate, with the cost coming out of your monthly salary.
If you’re a service superstar who survives on the thrill of providing great client solutions for a free-thinking and fun-loving company, then our Virgin Media Customer Retentions Apprenticeship scheme is a rocket-fuelled launchpad for a high-flying career in customer service.
£16,500 plus on target commission of £5,500 and amazing benefits