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- Tasks: Support customers with digital banking solutions and provide exceptional service over the phone.
- Company: Join Virgin Money, a leading digital bank with over 180 years of experience.
- Benefits: Enjoy hybrid working, generous holidays, wellness days, and private medical cover from day one.
- Why this job: Be part of a customer-obsessed team that values innovation and inclusivity.
- Qualifications: Experience in fast-paced customer service and strong communication skills are essential.
- Other info: Flexible working options available; apply early as the advert may close sooner.
The predicted salary is between 19500 - 26000 £ per year.
Location: Glasgow, United Kingdom
Job Category: Other - EU work permit required: Yes
Job Reference: 273ffd63ea87
Posted: 29.06.2025
Expiry Date: 13.08.2025
Business Unit: COO, Digital Experience Centre
Salary range: £23,500 per annum
Location: UK Hybrid - Gosforth / Glasgow area with some remote working
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; if customer service and doing the right thing are your passions, we want you on our team!
- Having brilliant inbound conversations, develop skills to deliver the right outcomes for our customers.
- Build Rapport, use your excellent communication skills to understand and help customers.
- Discover Solutions, ask the right questions to explain our products, services, and digital applications in a way customers understand.
- Thrive in a Fast-Paced Role, contribute 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.
We'd love you to have:
- 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:
- Generous holidays - 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, i.e., 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.
Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.
We’re all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
Say hello to Virgin Money. We’re making great strides towards achieving our ambition of being the UK’s best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we’re a workforce to be reckoned with. We’re putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people’s lives. We’re customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, 'Making You Happier About Money.'
Our customer-centric culture means that we’re able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.
Be yourself at Virgin Money. Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. 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.
It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.
Now the legal bit: Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but 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.
Advertised: 06 May 2025 GMT Daylight Time
Applications close: 30 Jun 2025 GMT Daylight Time
Job ID: 101091
Digital Experience Service Adviser employer: Virgin Money UK
Contact Detail:
Virgin Money UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Experience Service Adviser
✨Tip Number 1
Familiarise yourself with Virgin Money's digital products and services. Understanding their offerings will help you engage confidently with customers and demonstrate your knowledge during the interview.
✨Tip Number 2
Practice your communication skills by role-playing customer interactions. This will prepare you for the inbound conversations you'll have as a Digital Experience Service Adviser, allowing you to build rapport effectively.
✨Tip Number 3
Research common challenges faced by vulnerable customers in financial services. Being able to discuss how you would support these customers can set you apart and show your genuine care for their needs.
✨Tip Number 4
Be ready to showcase your adaptability in a fast-paced environment. Think of examples from your past experiences where you've successfully managed multiple tasks or adapted to changing situations, as this is crucial for the role.
We think you need these skills to ace Digital Experience Service Adviser
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and skills required for the Digital Experience Service Adviser position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Personalised Cover Letter: Write a cover letter that reflects your enthusiasm for the role and Virgin Money. Mention specific aspects of the company culture or values that resonate with you, and explain how you can contribute to their mission of making customers happier about money.
Highlight Relevant Experience: In your CV, emphasise your experience in customer service, particularly in fast-paced environments. Include examples of how you've assisted vulnerable customers and made in-the-moment decisions, as these are crucial for this role.
Proofread Your Application: Before submitting, thoroughly proofread your application materials for any spelling or grammatical errors. A polished application demonstrates attention to detail and professionalism, which are essential in a customer-facing role.
How to prepare for a job interview at Virgin Money UK
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Digital Experience Service Adviser. Familiarise yourself with Virgin Money's products and services, as well as their approach to customer service. This will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Communication Skills
As this role involves guiding customers over the phone, it's crucial to showcase your communication skills during the interview. Practice clear and concise explanations of complex topics, and be prepared to demonstrate how you would handle various customer scenarios, especially those involving vulnerable customers.
✨Prepare for Situational Questions
Expect situational questions that assess your problem-solving abilities and customer service skills. Think of examples from your past experiences where you successfully assisted customers or resolved issues, particularly in a fast-paced environment. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Express Your Passion for Customer Service
Virgin Money values exceptional customer service, so be sure to express your passion for helping others. Share stories that highlight your caring attitude and commitment to exceeding customer expectations. This will resonate well with the interviewers and align with the company's customer-centric culture.
