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For Companies At a Glance
- Tasks: Support customers with digital solutions and create rewarding relationships over the phone.
- Company: Join the Virgin Money family, a forward-thinking mutual bank.
- Benefits: Enjoy 25 days holiday, private medical insurance, and flexible working options.
- Why this job: Make a real difference in customers' lives while developing your career.
- Qualifications: Experience in fast-paced customer service and excellent communication skills required.
- Other info: Hybrid working model with opportunities for training and career progression.
The predicted salary is between 25250 - 35250 £ per year.
Business Unit: Digital Experience Centre
Salary Range: £25,250 per annum DOE + benefits
Location: UK Hybrid - Gosforth / Glasgow area with some remote working
Contract Type: Permanent / 35 Hours Full Time
✨ We’re buzzing about the year ahead — so much so that we’re hiring now for our 13th April 2026 intake! Don’t miss out — come and be part of the Virgin Money family. ❤️
Our Team
Are you ready to embark on an exciting journey with Virgin Money? As a Digital Service Advisor, you'll play a pivotal role in creating rewarding relationships with our customers over the phone. Your mission: to support our customers in accessing our innovative products, services, and digital solutions through inbound conversations. You'll be the friendly voice of Virgin Money, delivering heartfelt service every day.
What you’ll be doing:
- Be the Voice of Virgin Money, guide customers over the phone, offering extra help and sharing how they can use our digital solutions.
- Empower Customers, from navigating mobile and online banking to addressing everyday queries, you'll help customers feel confident in managing their finances.
- Assist our Vulnerable Customers by identifying customers who may be vulnerable, providing them with the relevant support and recording any support needs.
- Deliver Exceptional Service, having brilliant inbound conversations and developing skills to deliver the right outcomes for our customers.
- Build Rapport using your excellent communication skills to understand and help customers.
- Discover Solutions by asking the right questions to explain our products, services, and digital applications in a way customers understand.
- Thrive in a Fast-Paced Role, contributing to the overall performance of the department as a keen team player.
We need you to have:
- Strong experience of working within a fast-paced, technology-led customer service environment.
- Impeccable communication with experience of making in-the-moment decisions within a Contact Centre environment.
- Proven track record of assisting vulnerable customers by asking questions and providing support.
- A caring, positive attitude with a genuine desire to exceed our customers’ expectations.
- A flexible and positive working approach to suit customer needs and business demands.
- Experience of using Microsoft Office applications.
It’s a bonus if you have but not essential:
- Some financial services experience.
- Knowledge of banking products.
Working Hours:
Rotational shifts including weekend work (8am-8pm).
Hybrid Working:
Enjoy the best of both worlds with our hybrid approach, combining office time in Newcastle (Gosforth) and Glasgow with generous home working options.
Red Hot Rewards:
- 25 days holiday per year, increasing over time to 30. Plus, an option to buy more.
- 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.
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.
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.
Now the legal bit:
We’re in the process of bringing Virgin Money and Nationwide together which, subject to Court approval, will happen on 2 April 2026. You can find out more about what this means at https://uk.virginmoney.com/nationwide-transfer. If you’re successful in securing a role with us, your employment will move automatically to Nationwide when this transfer goes ahead. 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.
Customer Experience Service Adviser (Digital Experience Service Adviser) employer: 2022 - Chief Operating Office
Contact Detail:
2022 - Chief Operating Office Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Service Adviser (Digital Experience Service Adviser)
✨Tip Number 1
Get to know Virgin Money! Research their values and culture so you can show how you fit in. When you chat with them, drop in some examples of how you align with their mission of being fair and rewarding.
✨Tip Number 2
Practice your phone skills! Since you'll be the friendly voice of Virgin Money, rehearse how you'd guide customers through digital solutions. Role-play with a mate to get comfortable with common queries and responses.
✨Tip Number 3
Show your empathy! Be ready to discuss how you've helped vulnerable customers in the past. Share stories that highlight your caring attitude and ability to make quick decisions in a fast-paced environment.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the Virgin Money family. Don’t wait too long; they might close applications early!
We think you need these skills to ace Customer Experience Service Adviser (Digital Experience Service Adviser)
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of your own style into your writing. Remember, we’re looking for someone who can connect with our customers, so show us how you’d do that!
Tailor Your Application: Make sure to tailor your application to the role of Digital Service Advisor. Highlight your experience in customer service and any tech-savvy skills you have. We love seeing how your background aligns with what we do at Virgin Money, so make those connections clear!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured writing that gets straight to the heart of your experience and skills. Avoid fluff and focus on what makes you a great fit for the role — we want to know why you’re the one for us!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the info you need about the role and our company culture there. We can’t wait to hear from you!
How to prepare for a job interview at 2022 - Chief Operating Office
✨Know Your Stuff
Before the interview, make sure you’re familiar with Virgin Money’s products and services. Brush up on their digital solutions and think about how you can help customers navigate them. This will show that you’re genuinely interested and ready to support customers effectively.
✨Showcase Your Communication Skills
As a Customer Experience Service Adviser, communication is key. Practice articulating your thoughts clearly and concisely. You might even want to role-play common customer scenarios with a friend to get comfortable with responding to queries and building rapport.
✨Empathy is Essential
Highlight your experience in assisting vulnerable customers during the interview. Share specific examples of how you’ve identified and supported customers in need. This will demonstrate your caring attitude and commitment to delivering exceptional service.
✨Be Ready for Fast-Paced Questions
Expect questions that assess your ability to think on your feet. Prepare for situational questions where you’ll need to make quick decisions. Practising these types of questions will help you feel more confident and ready to thrive in a fast-paced environment.
