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Part time Customer Service Advisor on behalf of Virgin Media O2 (Weekends)

• Duration:12-month contractor through agency with the opportunity forconversion to permanent employee based on performance
• Hourly Rate: £10.90-£12 per hour PAYE Dependant on experience + Additional performance-based incentives available.

Shifts: 8am to 4.30pm Saturday and Sundays (15 hour working week) (5 weeks of full time Training Monday to Friday 09:00-17:30 will be required from training start date)

. Location: Remote working, however candidates must be based in the Newcastle area, within travelling distance of the Cobalt business Park for occasional office visits, ad hoc training and team events.

.Start Date – January 30th

• STAFF DISCOUNTS ON VIRGIN MEDIA PACKAGES AVAILABLE after 3months

Accenture UKI have recently established a dynamic new project on behalf of Virgin Media O2 and we are now excited to roll out part time opportunities to join the team.

If you’re passionate and driven to providing a first-class customer experience and are able to commit to either of the above shift requirements, we would love to hear from you!

We at Accenture care deeply about what we do and the impact we have with our clients and communities. Our people are diverse, innovative and committed to delivering excellence.

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com.

The Role:

Your primary responsibility in this role will be to provide excellent customer service to Virgin Media O2’s customer base via inbound telephone calls. Full training is provided.

Key Responsibilities:

• Inbound customer calls dealing with faults, customer enquiries and customer care.
• First touch troubleshooting on customer Broadband, TV and Phone faults, including connectivity issues.
• First touch upselling, cross-selling and retention.
• Make tailored recommendations to customers on products, packages and services to complement their lifestyle needs and generate additional revenue.
• Resolving customer issues, requests, and queries as first point of contact with a right first-time approach.
• Log faults when notified by customers to enable tracking of resolutions.
• Competence in complaint and objection handling from raising to resolution.
• Bring your best self to work, promote a positive attitude and a high level of professionalism through attendance, metric performance and interaction with peers and customers.

Role Requirements:

• Full training is provided, but previous experience of working in a Customer based role such as contact Centre, retail, hospitality, travel etc would be desirable
• Outstanding communication skills.
• Resilience and the ability to work well under pressure.
• Adaptable to changeable working schedule and environment.
• Sales experience would be beneficial, but not essential.
• Receptive to learning, using and navigating multiple client specific programs and tools.

For this role, although Part Time, all employees are required to start with a 5-week full time training in the office, Monday to Friday 09:00-17:30 – this is non-negotiable