Banking Associate (Mortgage Operations)

Overview

Business Unit: Customer Operations, Mortgage Operations
Salary range: £23,500 – £25,000 per annumDOE+ benefits
Location: UK Hybrid – Gosforth/ Glasgow

Our Telephony Banking Associates are the heartbeat of our customer experience – the friendly voice on the other end of the line that makes all the difference. As the first point of contact for our customers calling in, you’ll play a vital role in delivering the exceptional service Virgin Money is known for.

We’re looking for people bursting with energy, passion, and a genuine desire to create magic moments over the phone. Whether it’s helping with everyday banking queries, offering guidance, or simply making someone’s day a little brighter, you’ll be there to ensure every call ends with a smile.

What you’ll be doing

• Handling inbound customer calls and chat service with warmth, professionalism, and a personal touch.
• Listening carefully to understand customer needs and providing clear, helpful solutions.
• Making every interaction count by delivering a service that exceeds expectations.
• Using your knowledge and tools to resolve queries efficiently and confidently.
• Bringing your personality to every call – we love a bit of fun while we work!

We need you to have

• Proven experience working in a contact centre or customer service environment where you’ve delivered great outcomes for customers
• A strong track record of delivering excellent customer service, showing empathy, patience, and professionalism in every interaction.
• Experience building relationships with a variety of people, with the ability to adapt your communication style to suit different situations
• Evidence of working effectively as part of a team, supporting others
• Experience managing multiple tasks or systems in a fast-paced environment, showing strong organisation and time management skills.
• A history of quickly adapting to new tools, systems or processes, with a willingness to learn and improve.
• Demonstrated curiosity and initiative, such as asking the right questions, spotting opportunities to improve things, or going the extra mile to help a customer.

Shift Patterns

• Customer processing roles – Monday to Friday flexible between 8am-8pm
• Telephony based roles – Rotational shifts including some Saturday work

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.

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of theNationwide 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 teamcareers@virginmoney.com

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.

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.