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For Companies At a Glance
- Tasks: Help customers navigate financial difficulties and provide support to fraud victims.
- Company: Join Virgin Money, a pioneering mutual bank focused on fair and rewarding banking.
- Benefits: Enjoy 38.5 days annual leave, flexible benefits, and immediate access to perks.
- Why this job: Make a real difference in people's lives while working in a supportive and fun environment.
- Qualifications: Strong customer service experience and a curious mindset are essential.
- Other info: Training starts in September or October; no leave allowed during initial training.
The predicted salary is between 19500 - 21800 £ per year.
Business Unit: Customer Support
Salary Range: £23,500 – £26,000 per annum DOE + Benefits
Location: UK hybrid – Leeds/Gosforth/Glasgow
Our Team
Our Fraud Detection Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them you’ll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You’ll be primarily helping customers who have been a victim of fraud, which means there’ll be some tough conversations – but your resilience and ability to empathise will be encouragement to those who need it most.
Despite the challenges you’ll face there’ll be opportunities to make memorable experiences for customers – something that our team are extremely passionate about and that’s an extremely rewarding part of the role. You’ll need to be a great listener, have patience, and demonstrate a caring manner. It’s vital you can get the basics right, focus on the detail and work to a high degree of accuracy. You’ll be an ambassador for Virgin Money – balancing the need to follow policy with our desire to provide unrivalled customer service.
We are currently recruiting for a September or October start date. Please only apply if you can commit to this time frame and note that no annual leave will be permitted during the first two months in role while you undertake training.
What you’ll be doing
• Playing a key part within our operation and seeking to deliver valuable service to make our customers love us even more
• Working flexibly within the operating hour of 8:00am to 7:30pm Monday to Friday, Saturday 9:00am to 5:00pm.
• Providing excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
• Providing help, guidance, and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams
• Be able to demonstrate a significant degree of insatiably curiosity to obtain the best possible solution for the customer and the company.
• Liaising with third parties to ensure that our customers are fully supported and receive a service based on best practice.
• Be able to summarise key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.
• Be confident enough to challenge the ‘rules’ in favour of achieving a good outcome for the customer and company.
• As we are a regulated organisation, we need you to work within the appropriate regulatory frameworks we follow.
• Be emotionally resilient, open, and honest when times get tough – because they will; and a real team player supporting your co-workers throughout the day.
We need you to have
• Strong customer services experience – telephony or face to face
• Proven track record in working in a fast-paced environment
• The ability to be insatiably curious, asking questions, challenging the norm, and negotiating to deliver the best solution
• Proficient communicator with a sincere approach to understanding customer needs and delivering heartfelt service
• A caring, positive attitude with a genuine passion for helping others to exceed our customers’ expectations.
• Ability to multi-task – listen to customers, while investigating / reviewing information.
• Experience / confidence with dealing with customers and customer behaviours.
It would be a bonus if you have but not essential
• Experience in frontline customer-facing telephony positions.
• Experience in or knowledge of Fraud.
• Experience in effectively supporting vulnerable customers.
Red Hot Rewards
- Generous holidays – 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
- Up to five extra paid well-being days per year .
- 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
- Market-leading pension.
- Free private medical cover, income protection and life assurance.
- Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
And there's no waiting around, you'll enjoy these benefits from day one.
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.
Say hello to Virgin Money
Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.
Be yourself at Virgin Money
At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.
As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team
Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.
Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK.
If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.
Fraud Contact Centre Agent employer: Virgin Money
Contact Detail:
Virgin Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud Contact Centre Agent
✨Tip Number 1
Familiarise yourself with common fraud scenarios and the emotional impact they have on victims. This knowledge will help you empathise with customers during tough conversations, showcasing your ability to connect and provide support.
✨Tip Number 2
Practice active listening techniques. Being able to summarise key information and ask relevant follow-up questions will demonstrate your curiosity and commitment to finding the best solutions for customers.
✨Tip Number 3
Prepare for role-playing scenarios that involve difficult customer interactions. This will help you build resilience and confidence in handling challenging conversations, which is crucial for this position.
✨Tip Number 4
Research Virgin Money's values and customer service philosophy. Understanding their approach will allow you to align your responses and demonstrate that you are a good fit for their team culture.
We think you need these skills to ace Fraud Contact Centre Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience, especially in fast-paced environments. Emphasise any roles where you've dealt with difficult situations or provided support to vulnerable customers.
Craft a Compelling Cover Letter: In your cover letter, express your genuine passion for helping others and your understanding of the challenges faced by customers who have been victims of fraud. Use specific examples to demonstrate your empathy and resilience.
Showcase Your Communication Skills: Since the role requires strong communication skills, ensure that your application reflects your ability to listen actively and summarise key information. You might want to include examples of how you've successfully navigated tough conversations in the past.
Highlight Your Curiosity: The job description mentions the need for insatiable curiosity. In your application, provide examples of how you've asked the right questions to get to the root of a problem in previous roles, showcasing your problem-solving abilities.
How to prepare for a job interview at Virgin Money
✨Show Your Empathy
As a Fraud Contact Centre Agent, you'll be dealing with customers who may have experienced distressing situations. Demonstrate your ability to empathise by sharing examples of how you've supported customers in tough times, showing that you can handle sensitive conversations with care.
✨Be Inquisitive
The role requires a natural curiosity to get to the root of problems. Prepare questions that show your willingness to dig deeper into customer issues and highlight your problem-solving skills. This will demonstrate your proactive approach to finding solutions.
✨Highlight Your Resilience
Expect challenging conversations during the interview. Share experiences where you've remained calm and composed under pressure, showcasing your emotional resilience. This will reassure the interviewers that you can handle the demands of the role.
✨Demonstrate Attention to Detail
Accuracy is crucial in this position. Be prepared to discuss how you ensure attention to detail in your work. You might want to mention specific tools or methods you use to maintain high standards, which will align with the company's focus on providing excellent service.
