Customer Support Associate

Business Unit: COO, Customer Support

Salary range: £23,500 - £27,000 per annum

Location: UK Hybrid with occasional travel to Gosforth/Leeds/Glasgow

Our Team

We are recruiting into our Financial Care team to give our customers the top-class level of service they deserve and expect as part of being a valued Virgin Money customer. Looking after our customers is a key priority for us so when the moment comes to support our customers in their hour of need, we are looking for Customer Support Associates to deliver a fantastic level of customer services. We are looking for people who are passionate about providing really great service and support, while helping customers to manage their financial situation to make memorable customer experiences; and taking the time to make sure our customers have the right solution to suit their needs. We’re looking for self-motivated, passionate and empathetic individuals, who are ready to make a real difference to a successful and expanding telephony team.

What you’ll be doing

• You’ll play a key part within our frontline telephony team, providing an excellent customer experience; whilst attempting to achieve a sustainable and affordable solution for the customer.
• Taking inbound and making outbound calls to support our customers who require additional support through difficult times.
• Talking with customers to understand their circumstances and as appropriate provide support to those that are either vulnerable, in or approaching financial difficulty.
• Your ability to be insatiably curious will obtain the best possible solution for the customer and the company will come into play.
• You’ll liaise with third parties to ensure that our customers are fully supported and receive a service based on best practice.
• As we’re a regulated organisation, we need you to work within the appropriate regulatory frameworks.
• Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us.

We need you to have:

• Previous telephone experience dealing with customers.
• Knowledge and/or experience working in the financial services sector or banking industry.
• Knowledge or experience in collections or providing financial assistance support to customers or equivalent customer service support.
• Excellent communication skills to exceed our customers’ expectations and deliver exceptional service.
• Ability to listen, analyse and problem solve to get the right outcome for our customer and be confident in decision making.
• Ability to work in a remote and a team environment and continue to stay motivated.

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 at careers@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.

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.