Remote Public Works Customer Support – Full Benefits

About the Company

Virgin Media O2 is a leading telecommunications company in the UK, providing broadband, TV, mobile, and landline services to millions of customers. We are committed to connecting people to the things they love and are proud of our innovative spirit and dedication to customer satisfaction. Our public works division plays a crucial role in maintaining our vast network infrastructure, ensuring seamless service delivery across the nation, and we pride ourselves on exceptional support.

Job Description

We are seeking a dedicated Remote Public Works Customer Support Specialist to join our dynamic team. This is a fully remote position, offering the flexibility to work from anywhere in the UK. In this role, you will be the primary point of contact for customers and local authorities regarding public works inquiries, network maintenance, and service disruptions. You will provide essential support, resolve issues, and ensure a smooth communication flow between our field teams and the public. We are looking for an individual with excellent communication skills, a problem-solving mindset, and a commitment to delivering outstanding customer service.

Key Responsibilities

• Handle inbound inquiries via phone, email, and chat related to public works, network maintenance, and infrastructure projects.
• Provide accurate information and updates to customers, local councils, and other stakeholders regarding service disruptions and planned works.
• Liaise effectively with field engineers, operational teams, and third-party contractors to escalate complex issues and ensure timely resolution.
• Maintain meticulous records of all customer interactions and resolutions within the CRM system.
• Adhere to company policies, service level agreements, and regulatory guidelines at all times.
• Proactively identify opportunities for service improvement and contribute to knowledge base articles.
• Participate in ongoing training and development to enhance product and service knowledge.

Required Skills

• Minimum of 12 months experience in a customer service or contact centre environment.
• Exceptional verbal and written communication skills.
• Strong problem-solving abilities with a keen attention to detail.
• Proficiency in using CRM software and standard office applications (e.g., Microsoft Office Suite).
• Demonstrated ability to work independently and manage time effectively in a remote setting.
• A stable internet connection and a dedicated, quiet home office space conducive to productive work.
• Empathy and a customer-centric approach to service delivery.

Preferred Qualifications

• Previous experience within the telecommunications, utility, or public services sector.
• Familiarity with public works processes, infrastructure management, or basic network terminology.
• Experience working in a fully remote or hybrid team environment.
• Relevant certifications in customer service or communications.

Perks & Benefits

• Competitive annual salary.
• Comprehensive health, dental, and vision insurance with full coverage.
• Generous paid time off, including holidays and sick leave.
• Robust company pension scheme.
• Employee discounts on Virgin Media O2 broadband, TV, and mobile services.
• Extensive opportunities for career growth, professional development, and internal promotions.
• Dedicated remote work support, including an equipment allowance and technical assistance.
• Access to well-being programs and employee assistance resources.

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