- Virgin Media O2 has set up a new UK team of over 500 highly skilled customer service agents dedicated to resolving the most complicated and sensitive issues, including bereavements, complex complaints and supporting telecare and vulnerable customers.
- In its early stages, the Manchester-based team has already achieved high satisfaction scores with particularly positive feedback from vulnerable customers.
- The launch of the new team follows last month’s announcement of the company’s plans to transform customer service through a comprehensive four-pillar strategy.
Virgin Media O2, as part of its ongoing customer service transformation activity, has created a new specialist team of more than 500 multiskilled and fully converged customer care agents to support customers with the most complex and sensitive issues across both fixed (broadband, landline and TV) and mobile services.
Comprised of around 250 new hires and 280 existing care agents who have received additional training, this new team – backed with the latest technology to help them provide customers with seamless, bespoke assistance – is tasked with delivering market-leading customer support while handling some of the most 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 8am-8pm Monday-Friday, and 9am-6pm on weekends, this team is multi-skilled and fully converged, meaning they can provide support to customers across all contact methods – whether over the phone or across digital channels – and can handle both Virgin Media and O2 issues simultaneously.
The specialist team has delivered high customer satisfaction scores in its formative stages, answering calls in under a minute on average, and has received particularly positive feedback from vulnerable customers, who have highlighted the team’s efficiency, honesty, kindness, helpfulness and compassion.
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 valuable 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. The state-of-the-art, net-zero carbon workspace will
become Virgin Media O2’s North West HQ, with employees to benefit from excellent amenities and strong transport links.
Notes to editors
· Virgin Media O2’s Chief Executive Officer, Lutz Schüler, announced details of the company’s customer service turnaround strategy in a blog post in February. · Virgin Media O2 announced its new central Manchester office space, Island, in October 2024.
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