I used to worm for VM in Manchester, i worked in Customer Concern... so dealt with complaints, replying to peoples letters and calling them up to offer a way of reconciling differences and generally smoothing thing over.
For me it was the second best office job i've ever had, (and i HATE working in offices!!) But i wouldn't go running to apply just yet! if i remember correctly the office in Brum is at a place called the Letterbox? and they do collections... if its still open! and customer services is an absolut nightmare with TL on your case all the time over the AHT etc... we had it relatively easy in Concern, there were targets to hit each day on how many complaints to resolve, but apart from that it was dependant on your manager, some were lenient, and others were slavedrivers!
i was lucky i suppose, my TL was really cool, they would just let you get on with your work and give you pretty much free reign on how to deal with the complaints, when i started i was eager to please and keep my job (was agency to start with) and so would always be asking "is this the right thisng to do??" or "am i giving too much credit for a messed up installation/ repeated loss of service??" and the reply would generally be "use your own judgement"
Now i know this sounds idyllic! but realistically i worked in a good office with great people always ready to help with difficult technical issues, in a dept which didn't have many targets, and was small (when i left only about 90 peeps!) so you can no way describe this as a typical Virgin experience!!
They do a lot of recruitment through agencies... so if you want to try it and are not too sure then an agency would be a good start
enjoy