Virgin Media O2 expands customer service training
May 14, 2026 11.03 Europe/London By Julian Clover


Virgin Media O2 has launched a certified customer service training programme with the Institute of Customer Service as part of efforts to improve support for customers.

The bespoke programme is designed for contact centre staff and focuses on handling complex customer interactions, building trust, emotional intelligence, empathy and managing challenging conversations.

The first group of employees has completed the training, which is now being rolled out more widely across frontline teams and partners.

Virgin Media O2 said the initiative supports broader improvements in customer service, with complaints falling by almost 50% last year and 70% now resolved within 24 hours.

Alan Stott, director of customer contact at Virgin Media O2, said: “Investing in our people is one of the most important ways we can improve the experience we deliver to our customers.”

Jo Causon, CEO of the Institute of Customer Service, described the programme as “a clear sign of intent” and said frontline capability was one of the most direct ways to improve customer experience.

The training forms part of a wider improvement plan that includes Virgin Media O2’s Lumi AI tool, automatic call summaries, better call routing, a specialist Manchester-based team for complex cases and a partnership with Money Wellness to support financially vulnerable customers.