Virgin Media O2 has created a new specialist team of more than 500 customer care agents to support customers with complex and sensitive issues across both fixed and mobile services.
Comprised of around 250 new hires and 280 existing care agents who have received additional training, this new team – backed with technology – is tasked with delivering customer support while handling sensitive issues, such as helping the next of kin manage an account following a bereavement, or where a customer is known to be vulnerable or a telecare device user.
Available from 8am to 8pm Monday-Friday, and 9am to 6pm on weekends, the team will provide support to customers across all contact methods and can handle both Virgin Media and O2 issues simultaneously.
Alan Stott, Virgin Media O2’s director of customer contact, said, “We’ve been clear that we’re committed to improving customer service, and while the vast majority of our customers are satisfied, we won’t be satisfied until we’re delivering consistently exceptional, market-leading customer service.
“The strategy kickstarted last year, focused on investment, simplifying systems and processes, upskilling agents and removing persistent pain points, is already delivering green shoots and shows that our plans are getting us closer to where we want to be.
“The launch of this new dedicated team is a key milestone for us, with more than 500 multi-skilled and fully converged agents – backed by the latest technology – delivering seamless and tailored customer service in some of the most challenging cases. The team will act as a blueprint for customer support across the company in the months and years ahead as we continue to deliver improvements for our customers.”
As well as resolving complex customer issues, the team will test and oversee trials of new products and services, providing feedback before they’re rolled out more widely.
The team is currently based in Virgin Media O2’s Wythenshawe office, however agents will be among the 1,500 employees moving to the company’s new multi-million-pound central Manchester office space, Island, in late 2025.