At a Glance
- Tasks: Lead a team to ensure top-notch quality in customer support and drive continuous improvement.
- Company: Join a leading age-inclusive jobs board focused on customer experience.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Dynamic role with opportunities for mentoring and collaboration across teams.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Experience in quality management and a passion for customer satisfaction.
The predicted salary is between 25800 - 32000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\'s leading over-50s age inclusive jobs board.
Overview
Business Unit: Risk Operations
Salary range: £25,800 - £32,000 per annum depending on experience + benefits!
Location: Hybrid - UK with occasional travel to office or Hub at Glasgow, Gosforth or Leeds
Contract type: Permanent
Our Team
Risk Operations brings together operational areas who delightfully support customers in their moment of need. This could range from a bereavement in the family to customers in financial difficulty to fraudulent activity.
This role is critical in supporting the department by enhancing opportunities and also responding to emerging risks which the nature of the work brings with it.
Customer experience is at the heart of everything that Risk Operations do, and we are continually looking for ways to improve this experience through Continuous improvements and customer journeys.
What you\'ll be doing
- Ensuring the delivery of quality is embedded in line with policy and regulatory requirements, helping to ensure good customer outcomes and that key controls are maintained.
- Co-ordinate team resource to deliver testing in line with framework requirements across testing samples in the area.
- Provide mentoring and support to team of Quality Checkers to foster culture of good quality outcomes and drive continuous improvement.
- Conduct root cause analysis of quality outcomes, to identify areas of opportunity for improvement and implement corrective and proactive actions.
- Collaborate with other teams within the area and business to ensure quality is integrated into all parts of the customer journey.
- Create reports on quality metrics, findings and continuous improvements for management review.
- Ensure regulatory compliance (EG FCA<, PRA, GDPR, Consumer Duty) in all financial care processes.
We need you to have
- Proven experience in a quality management within banking, financial services, or customer care.
- Substantial knowledge of financial regulations and compliance requirements.
- Excellent analytical skills with the ability to turn insights into actionable improvements.
- Superb communication skills to be able to influence, coach, and engage at all levels.
- Proficient in QA tools, reporting systems, and performance metrics.
- Strong leadership qualities with the ability to build a culture of accountability and excellence.
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 careers@virginmoney.com
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.
Advertised: 09 Sep 2025 GMT Daylight Time
Applications close: 16 Sep 2025 GMT Daylight Time
Quality Team Manager in Glasgow employer: Virgin Money UK
As a Quality Team Manager within our Risk Operations unit, you will thrive in a supportive and inclusive work culture that prioritises employee growth and development. With a competitive salary and benefits package, along with the flexibility of a hybrid working model, you will have the opportunity to make a meaningful impact on customer experiences while collaborating with a dedicated team in locations such as Glasgow, Gosforth, or Leeds. Join us to be part of a company that values continuous improvement and fosters a culture of excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Team Manager in Glasgow
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Quality Team Manager role.
✨Tip Number 2
Prepare for interviews by researching the company and its values. We want to see how you can enhance customer experience and drive continuous improvement. Show us your passion for quality and how you can make a difference!
✨Tip Number 3
Practice your answers to common interview questions, especially those related to quality assurance and team management. We love candidates who can articulate their thoughts clearly and demonstrate their problem-solving skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for talented individuals who are ready to make an impact in Risk Operations.
We think you need these skills to ace Quality Team Manager in Glasgow
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Quality Team Manager role. Highlight your experience in quality assurance and any relevant skills that align with the job description. We want to see how you can bring value to our Risk Operations team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about improving customer experiences and how your background makes you a perfect fit for this role. We love seeing genuine enthusiasm!
Showcase Your Achievements:When filling out your application, don’t just list your responsibilities—show us what you've achieved! Use specific examples of how you've driven continuous improvement or enhanced quality outcomes in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Virgin Money UK
✨Know Your Quality Standards
Familiarise yourself with the quality standards and regulatory requirements relevant to the role. Be prepared to discuss how you would ensure these are met in your team, as well as any previous experiences where you've successfully implemented quality controls.
✨Showcase Your Mentoring Skills
Since this role involves mentoring a team of Quality Checkers, think of specific examples where you've supported team members in achieving quality outcomes. Highlight your approach to fostering a culture of continuous improvement and how you’ve driven positive changes in past roles.
✨Prepare for Root Cause Analysis Questions
Expect questions about how you conduct root cause analysis. Prepare to share a detailed example of a time you identified an issue, the steps you took to analyse it, and the corrective actions you implemented. This will demonstrate your problem-solving skills and attention to detail.
✨Collaborate and Communicate
Emphasise your ability to collaborate with other teams. Think of instances where you worked cross-functionally to enhance customer journeys or improve quality metrics. Being able to communicate effectively with different departments is key, so be ready to discuss your strategies for successful collaboration.
