Telecommunications leader Virgin Media O2 has officially opened its new Manchester headquarters in a significant move from Wythenshawe to the heart of the city centre. The company states the relocation to the Island development on John Dalton Street is a strategic play to attract talent and solidify its long-term presence in the North West.
A Strategic Move to a 'Marquee' Location
The shift involves 1,100 staff from the firm's customer care hub, which handles sensitive national calls including bereavement and fraud support. With its former Wythenshawe lease expiring early next year, the company seized the opportunity to secure a central base. Rob Orr, Chief Operating Officer at Virgin Media O2, described the new site as a "proper marquee location" crucial for the brand's UK footprint.
"This is part of a series of things we've done over the last several years to really stamp our presence in Manchester as one of the key cities in the UK," Orr stated. The investment appears to be paying immediate dividends in recruitment. The company reported that its most recent hiring round for the new city centre office attracted twice the volume of applications compared to the old site, even for traditionally harder-to-fill evening shifts.
Hybrid Working Firmly Embedded in Future Plans
In contrast to some companies pushing for a full-time office return, Virgin Media O2 is cementing its hybrid model. Orr confirmed the company is "not demanding people to come back" full-time. The new office space at the red-brick Island building—developed by HBD and Greater Manchester Pensions Fund—has been specifically designed with flexible working in mind.
"We're very, very much of the view that getting to a really strong hybrid policy is what the workforce of the future demands," Orr explained. The typical pattern for customer service staff will remain three days working remotely and two days in the office, with in-office time focused on collaboration, training, and mentoring. Orr emphasised that being together fosters creativity and is essential for onboarding new employees.
AI as an Opportunity, Not a Threat to Manchester Jobs
Addressing the impact of artificial intelligence on customer service roles, Orr presented an optimistic vision for the Manchester hub. He framed AI not as a cost-cutting tool but as a "tremendous opportunity for upscaling and upskilling our teams."
The vision involves AI handling routine queries, eventually acting as a constant concierge for customers. This, Orr argues, will create more jobs with higher skill requirements in Manchester. He was adamant that the human element remains irreplaceable for complex or sensitive interactions. "There are just some calls where you have to talk to another human being... Any company with a heart is never automating that call," he said, confirming Manchester will remain the primary site for voice contact with customers.
Internal feedback on the move has been "overwhelmingly... super-positive," according to Orr, who noted his inbox was "pinging" with positive staff responses. The company has taken approximately half of the space in the new Island building, creating a workspace intended to be a proud home for its Northwest employees for the next decade.
