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- Tasks: Support families during difficult times by managing bereavement processes and providing empathetic assistance.
- Company: Join Virgin Money, a leading digital bank with over 180 years of experience in transforming banking.
- Benefits: Enjoy 38.5 days annual leave, flexible working, and market-leading pension from day one.
- Why this job: Make a real difference in people's lives while working in a diverse and inclusive team.
- Qualifications: Strong customer service experience, excellent communication skills, and proficiency in IT required.
- Other info: Flexible working options available; apply early as the advert may close sooner due to high interest.
The predicted salary is between 23500 - 27000 £ per year.
Join to apply for the Customer Support Associate role at Virgin Money
Business Unit: Customer Support Operations
Salary range: £23,500 – £27,000 per annum DOE + benefits
Location: UK Hybrid with monthly visits to local HUB Glasgow/Gosforth/Leeds
Contract Type: Various contracts, Part Time & Full-time contracts available
Make a Real Impact as a Customer Support Associate❤️
Our team
We’re excited to offer a rewarding opportunity to join our Customer Support Operations team which covers Bereavement Services, Specialist Support Team and Power Of Attorney—a group dedicated to helping customers with complex needs, such as serious mental health challenges or multiple vulnerabilities, who may struggle to manage their everyday banking. In this role, you’ll provide compassionate, tailored support through both telephony and back‑office channels.
You’ll work closely with internal teams across our stores and contact centres, as well as external partners including third‑party charities, to ensure our customers receive the care and assistance they need. If you’re empathetic, collaborative, and passionate about making a difference, we’d love to hear from you.
What you’ll be doing
- Understanding and responding to the needs of our customers, including those who are vulnerable, by identifying the right support and solutions tailored to their circumstances.
- Collaborating with colleagues across the bank—including stores and contact centres—as well as external third parties such as solicitors and debt charities, to ensure customers receive comprehensive support.
- Recognising when a situation requires specialist input and confidently referring to the appropriate resources.
- Sharing your knowledge and best practices to help others succeed and contribute to a culture of continuous improvement.
- Working respectfully and collaboratively with your team, fostering a supportive environment where everyone is focused on delivering excellent customer outcomes.
- Building strong working relationships across the team and wider bank to ensure a seamless and compassionate customer experience.
We need you to have
- Experience supporting vulnerable customers with empathy and care—asking the right questions and offering meaningful assistance.
- Strong communication and listening skills, with the ability to understand and respond to individual customer situations.
- Confidence in handling customer interactions, whether face‑to‑face or over the phone, in a service or support role.
- A flexible and adaptable approach, ready to meet the changing needs of customers and the business.
- An understanding of the importance of performance and customer satisfaction.
- Awareness of policies and regulatory requirements, and how they apply in a customer support setting.
- Strong organisational skills and the ability to stay motivated and manage your own workload effectively.
Red Hot Rewards
- 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
- Private medical insurance
- A highly competitive pension to help you build a strong foundation for retirement
- Access to an annual performance‑related bonus
- Training and development to help you progress your career
- A great selection of additional benefits through our flexible benefits scheme
- Life assurance to provide peace of mind for you and your loved ones
- Up to 2 days of paid volunteering a year
If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.
Seniority level
Entry level
Employment type
Part-time
Job function
Customer Service
Industry
Financial Services and Banking
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Customer Support Associate employer: Virgin Money
Contact Detail:
Virgin Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Associate
✨Tip Number 1
Familiarise yourself with the bereavement process and the emotional challenges faced by families during this time. Understanding their needs will help you connect better with potential customers and demonstrate your empathy during interviews.
✨Tip Number 2
Highlight any previous experience you have in customer service roles, especially those involving vulnerable customers. Be prepared to share specific examples of how you've successfully supported customers in difficult situations.
✨Tip Number 3
Brush up on your IT skills, particularly with Microsoft packages, as these will be essential in your role. Consider taking a quick online course or tutorial to refresh your knowledge before the interview.
✨Tip Number 4
Research Virgin Money's values and mission, especially their commitment to customer satisfaction and inclusivity. Being able to articulate how your personal values align with theirs can set you apart from other candidates.
We think you need these skills to ace Customer Support Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience, especially in roles where you've supported vulnerable customers. Use specific examples that demonstrate your empathetic communication skills and ability to work within regulatory frameworks.
Craft a Compelling Cover Letter: In your cover letter, express your passion for providing excellent customer support, particularly in sensitive situations like bereavement. Mention how your skills align with the role's requirements and why you want to join Virgin Money's Customer Operations team.
Showcase Relevant Skills: Emphasise your IT skills, particularly with Microsoft packages, and any experience with telephony systems. Highlight your flexibility and teamwork abilities, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential in a customer-facing role.
How to prepare for a job interview at Virgin Money
✨Show Empathy and Understanding
Given the sensitive nature of the role, it's crucial to demonstrate your ability to empathise with customers. Share examples from your past experiences where you provided support to vulnerable individuals, highlighting your listening skills and how you addressed their needs.
✨Familiarise Yourself with Regulatory Frameworks
As this position requires adherence to specific regulations, make sure you understand the relevant policies and frameworks. Research the regulatory environment in which the company operates and be prepared to discuss how you would ensure compliance in your role.
✨Highlight Your Customer Service Experience
Prepare to discuss your previous customer service roles, especially those involving telephony systems. Be ready to provide concrete examples of how you've successfully resolved customer issues and ensured satisfaction, particularly in challenging situations.
✨Demonstrate Flexibility and Teamwork
The job requires a flexible approach and collaboration with diverse teams. Think of instances where you've adapted to changing circumstances or worked effectively within a team to achieve a common goal. This will show your potential employer that you're a team player who can handle various responsibilities.
