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For Companies At a Glance
- Tasks: Engage with customers via Live Chat and phone, providing expert support on credit card queries.
- Company: Join Virgin Money, a leading digital bank with over 180 years of experience in transforming banking.
- Benefits: Enjoy 38.5 days annual leave, flexible working options, and comprehensive health benefits from day one.
- Why this job: Be part of a vibrant team focused on making customers happier about money in an inclusive culture.
- Qualifications: Strong customer service experience is essential; telephony skills and tech-savviness are a plus.
- Other info: Shifts are Monday to Saturday, with occasional weekend work and the chance to buy extra leave.
The predicted salary is between 23500 - 24500 £ per year.
Business Unit: Digital Experience Centre
Salary Range: £23,500 - £24,500 per annum
Location: UK Hybrid - Glasgow/Gosforth
Our Team
Our Credit Cards teamwork in a fast paced, exciting environment where no two days are the same. There’s a buzz in the department and it’s the sound of us delightfully surprising our customers! We provide a fantastic all-round experience for new and existing customers, supporting them with a digital first attitude, and generally impressing our customers with our credit card expertise. Making people happier about money involves us building strong relationships, solving problems and generally – just having great conversations through our Live Chat, telephony and Social platforms.
What you’ll be doing
- Speaking with our customer through various platforms such as Live Chat and over the Phone, supporting them with their queries and questions.
- Actioning changes, requests and providing expert support and information around our Credit Card products and accounts.
- Work towards and achieve excellent customer outcomes managing internal admin procedures.
- Have a digital first attitude so our customers can leave a conversation with the capacity to support themselves moving forward.
- Go the extra mile for our Vulnerable Customers, catering support and showcasing an interaction that you wouldn’t get anywhere else.
We need you to have
- Strong experience delivering exceptional customer service in either digital or face to face environment, with a focus on creating a positive, lasting impression.
- Telephony Experience with the ability to effectively assist customer in a remote capacity.
- Speed, accuracy and confidence to provide expert service.
- An open mind to learn and adapt to processes within our area.
- Basic technological expertise of handling multiple applications at once.
It’s a bonus if you have but not essential
- Experience within the Digital Banking world/financial industry.
Our opening hours are from 8 - 6, Monday to Friday and Saturday 9-3. Shifts fall in line within these opening times following assigned shift patterns such as 08:00 - 15:30 or 10:30 - 18:00. You would also be expected to work the occasional Saturday shift in which you would be applied a day off through the week prior.
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.
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 becoming 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, and 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 deliver on our purpose, ‘Making You Happier About Money.’ This means we’re able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. 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 careers@virginmoney.com.
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.
Banking Associate employer: Virgin Money
Contact Detail:
Virgin Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Banking Associate
✨Tip Number 1
Familiarise yourself with the digital banking landscape. Understanding the latest trends and technologies in digital banking will not only help you during interviews but also show your genuine interest in the role.
✨Tip Number 2
Practice your telephony skills. Since the role involves assisting customers over the phone, consider role-playing scenarios with friends or family to enhance your communication and problem-solving abilities.
✨Tip Number 3
Showcase your customer service experience. Be ready to share specific examples of how you've gone above and beyond for customers in previous roles, as this aligns perfectly with our focus on creating positive experiences.
✨Tip Number 4
Demonstrate your adaptability. Be prepared to discuss how you've successfully adapted to new processes or technologies in past positions, as this is crucial for thriving in our fast-paced environment.
We think you need these skills to ace Banking Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in delivering exceptional customer service, especially in digital or face-to-face environments. Use specific examples that demonstrate your ability to create positive impressions and solve problems.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your telephony experience and how it aligns with the responsibilities of the Banking Associate position. Show that you understand the importance of a digital-first attitude in customer interactions.
Highlight Relevant Skills: Emphasise your speed, accuracy, and confidence in providing expert service. If you have any experience in the digital banking or financial industry, make sure to include that as well, even if it's not essential.
Showcase Your Adaptability: Demonstrate your open-mindedness and willingness to learn new processes. Provide examples of how you've adapted to changes in previous roles, which is crucial in a fast-paced environment like the one described in the job posting.
How to prepare for a job interview at Virgin Money
✨Showcase Your Customer Service Skills
Make sure to highlight your experience in delivering exceptional customer service. Prepare examples of how you've positively impacted customers in previous roles, especially in digital or face-to-face environments.
✨Demonstrate Your Digital Savvy
Since the role requires a digital-first attitude, be ready to discuss your technological expertise. Familiarise yourself with common digital banking tools and platforms, and be prepared to explain how you can assist customers effectively through these channels.
✨Prepare for Telephony Scenarios
As telephony experience is crucial, practice answering common customer queries over the phone. You might be asked to role-play a scenario during the interview, so think about how you would handle various customer situations confidently and accurately.
✨Emphasise Adaptability and Learning
The ability to learn and adapt to new processes is essential. Be ready to share instances where you've successfully adapted to changes in your work environment or learned new systems quickly, showcasing your flexibility and willingness to grow.
