Virgin Media Customer Support Consultant Interview Questions
& Process

So I had this video interview thing, right? I had to record myself answering like 5 questions, like 'what motivated me to apply?' and stuff. I got through that bit okay, and then a few days later, they called me for another interview at the assessment centre.

I applied online and it was super fast. The online questionnaires were easy, no hard math or IQ stuff, just choosing the best customer experience option. Got a call the next day for a phone interview. The phone interview was chill, the person was nice and explained the role. We talked about some stuff, then did a role-play. They asked about a tough situation I handled and a decision I made at work. Then, I got a scenario to solve. I had to play a customer with a phone problem and figure it out, then book an engineer and end the call professionally. I passed the phone interview and got booked for an Assessment Day in Swansea. Before the assessment day, I checked out their website and thought it wouldn't be too bad, but the actual day was different, especially with people who seemed to know the website really well. We arrived early, met other candidates, about 6 of us for the same role. Started with an intro about the company, job, benefits, pay, etc. Then, there was a computer skills test, like a technician test. It had about 10 questions about URL, IP, SSID, and how wireless works. After that, another role-play, this time with info on TV, broadband, and phone prices given on paper. You really gotta read that stuff carefully because it tells you exactly what to say and do, and everyone gets different info. We went to a separate room with a company rep and a supervisor. The rep and I started the role-play. If you have customer service experience, it's easier. The tough part was the time limit - only 10 minutes to figure out the issue, give a solution, calm the customer, decide what to do, book an engineer, and end the call. I didn't even finish the conversation because time ran out. After a short break, the interview took about 45 minutes to an hour. I'm now waiting to hear back.

The interview process was very unprofessional. The interviewer kept rushing me and adding to my experiences. They put me on hold to find the questions, which was very unprofessional. Questions were straightforward with not much guidance. At the end, I did a mock phone call from a customer, and the interviewer kept intervening, which was off-putting.