Customer retentions advisor at Virgin Media

Start Date:
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
£17 annually
Review Date:
May 2019

Connect with Virgin Media

Review Score

7.2 /10

1. Please give an overview of your role and what this involves on a day-to-day basis:


As a customer retentions advisor my role is to help customers with any queries they may have. This can be to do with bills, contract, faults. Also when customer ring to cancel my role is to try and figure out why the customer wants to cancel. I speak to the customer and try and offer them a better deal and tailor make a package that suits them.

2. Have you learnt any new skills or developed existing skills?


I have further develop my customer service skills set. I have learnt how to deal with objection handling and how we can turn a bad experience into a positive one. I have learnt several new programs that allow me to help our customers. We have had several training sessions that are all role related and enhance the experience we can pass on to our customers.

3. To what extent do you enjoy your programme?


I find the program enjoyable. This program as allow me to refresh my English and math skills. I have also learnt several new topics regarding, equality and diversity, GDPR, different types of organizations, British values, knowing different types of customers, personal development plans, how to set SMART objectives. I feel that the information is relevant to the role.

4. How well organised/structured is your programme?


The program is well structured and frequent feedback and 121 meetings to discuss progress and keep on track. The program is clearly layout by using the PIVOT platform. The modules are well layout and are explained in great detail. Work is submitted via PIVOT and feedback is received in a timely manner.

5. How much support do you receive from your employer?


Virgin media are supportive of the apprenticeship and schedule in slots where we can attend, training sessions, complete our modules and fill in our development logs. The only issue I have is the amount of time allocated to complete said work. To be able to keep within the set timelines you are expected to complete the work in your own time. In my view we should be allocated more work time to complete this. I think moving forward this needs looking at.

6. How much support do you receive from your training provider when working towards your qualifications?


The training provider is very helpful and is always on hand to answer any queries we may have. From day one [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] has been very clear in setting expectations, timelines and the standard of work expected. [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] marks the work quickly and always provides clear, well structured and relevant feedback

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?


I believe this qualification has been very useful so far. It has allowed me to learn and develop my customer service skill set that I can pass on to our customers. These modules have helped me gain a further understanding into the organization, it's customer base and to treat everyone with respect.

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)


Virgin media offer an array of activities and rewards to their staff. Both the company and staff organize golf tournaments, fund raisers, parachute jumps, football games. The company also organize team charity days. We recently had a team day where we helped clean up a local beach. Virgin Media also recognize their staff through employee of the month, quarter and employee of the year where you can win some fantastic prizes.

9a. Would you recommend Virgin Media to a friend?


9b. Why?

Virgin media look after their staff and the staff look after the customers is that simple. They provide job security, a good wage and commission structure. They are always pushing people to develop and step up. They have an extensive database of training and senior employees who are always on hand to help with any queries. Amazing colleagues as well.

10. What tips or advice would you give to others applying to Virgin Media?

My only tip is just be yourself and don't be scared to make a mistake or ask for help. I was a bit weary when I first joined. Having never worked in a call center before I was worried that it would all be doom and gloom, but it's quite the opposite. All the staff are really friendly and helpful, and when things get tough everyone rallies around each other to offer support.

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