Customer Advisor Review

On a day to day basis I come in to work and load up my PC - Once doing this I will load up my systems I will use to help customer's on each call. I will speak with customer who are wanting to move and cancel their service with Virgin Media always aiming to try and get people to keep their service.

I believe my time management skills have improved along with my organization skills, I have picked up a few tricks when using IT systems to and this has helped improve my knowledge. I also know that over the past year I have learnt a lot more about the telecommunications industry.

My programme is not what I was expecting, from the job application I originally applied for, when applying for the apprenticeship with virgin media I imagined it would be like many other apprenticeships but Virgin prevent each apprentice getting much time to complete our course work as they valued us on the phones speaking with customer's more.

The programme I am on was a complete mess at the beginning, there was a huge lack of communication between Virgin Media and the apprenticeship provider however, as time has went on the communication has improved massively and this has benefited each apprentice in a great way. Overall the structure of the programme is now much better.

Overall the support from the employer is not as good as it could be, at first we were promised 1 hour every day in order to complete course work and this quickly decreased to 1 hour and 30 minutes per month! I am often told to complete work at home and that it is my issue to complete the work so I should do this in my own time.

From the training provider we have had a whole lot of support, when we had a significant amount of work to be completing in such a short time we all advised them of this and they changed the scheme up for us. The implemented a better way of us dealing with the work and gaining a qualification while not having to do as much work.

I believe in my role I am always looking to improve and with the training provider we are always being pushed to try our best to get through our apprenticeship with the highest marks. My ADC is always pushing me to improve on my off the job training and while in my role speaking with customer in order for me to perform to the best of my ability.

There are not currently and ECA for employees to be involved in outside of work hours however we do have a charity day while at work through out the year. This is something each team will do as a group activity to go and help out the public. I believe this is a great way to give back to society and a good way to bond as a team.

No

I personally would not recommend Virgin Media to a friend due to the stress the job comes with. When applying for the role we are not made aware of the stress involved within the role as it is set out to sound more relaxed than it is. I believe some people would not enjoy the job as a result of this so I think people should only apply if they really believe it suits them.

I would give a few tips to people applying for a job at Virgin Media, you need to be able to block out negativity at times as there is a lo of stress within the job and sometimes you will be penalized for things you cannot control. As a result of this it can have a impact on your mental stability so you need to be prepared for that