Virgin Media is creating more than 500 new jobs in customer contact centres in the UK, to help keep customers connected during the Coronavirus pandemic.

Like many other businesses, Virgin Media is receiving very high customer call volumes and is drafting in extra resources to help answer the phones and solve customer queries.

New jobs are being created at locations across the country on both a permanent and fixed-term basis. This will give new staff job security in the months ahead, as well as creating flexible employment opportunities for people who need to find work in the short to medium term. Roles will be based in Birmingham, Sheffield, Manchester and Teeside.

Virus quarantine measures have meant some Virgin Media call centres have had to close so the operator is prioritising calls from vulnerable customers and asking customers to only call in if they have an urgent query that can’t wait.

Virgin Media is taking steps to fast-track the application and assessment process by using video interviews. This will dramatically reduce the application processing time and allow staff to start within weeks.

Abby Thomas, Executive Director – Customer at Virgin Media, said: “We’re working day and night to keep the country connected and make sure services are running smoothly. In these difficult times, we’re really proud to soon be welcoming hundreds of new staff to our contact centres who will help us continue to serve our customers.”

The company has introduced a number of measures to ensure its people remain as safe as possible while continuing to help answer customer calls and queries. This includes providing remote working capabilities, where possible, and ensuring strict social distancing and hygiene measures are in place for sites that need to remain open. Virgin Media has also agreed to provide flexible working patterns and up to two weeks paid leave for any staff members that need to look after their children while schools are closed.

Virgin Media will continue to closely monitor the situation and create more jobs in the coming weeks if necessary.

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Keeping the country connected as daytime usage increases

Virgin Media is continuing to monitor the performance of its network and is well prepared to manage traffic increases due to more people working from home.

Last week, downstream traffic increased by around 50% during daytime hours, but was still below evening peak levels.   Upstream traffic – including traffic sent by customers on video calls – has increased by up to 95% during daytime hours.

The number and length of landline calls has also seen a significant increase with voice call minutes up 80% week on week, peaking at 10am with around 2.5 million calls per hour.