At a Glance
- Tasks: Engage with customers, manage their requests, and provide exceptional service daily.
- Company: Join Virgin Money, a pioneering mutual bank focused on fair and rewarding banking for all.
- Benefits: Enjoy 38.5 days of annual leave, flexible working, and wellness perks from day one.
- Other info: Hybrid role with travel to Glasgow or Gosforth; apply early as positions may close quickly.
- Why this job: Be part of a fun, inclusive culture that makes a positive impact on society.
- Qualifications: Experience in customer service, strong communication skills, and a positive attitude are essential.
The predicted salary is between 19500 - 21000 £ per year.
Overview
Search our opportunities to find your fit
Apply now Job no: 699550
Work type: Permanent Full Time
Location: Head Office - Glasgow, Head Office - Newcastle, Hybrid
Categories: Customer Service
Business Unit:COO, Digital Experience Centre
Salary Range: £23,500 - £25,000 per annum DOE + Great Benefits
Location: UK Hybrid - Glasgow or Gosforth (2 days in the office per week)
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 support and expertise. Providing great customer service 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
- Experience with live chat support
Shift Pattern
Our opening hours are from 8am - 6pm, Monday to Friday and Saturday 9am - 3pm. Shifts fall within these opening times following assigned shift patterns such as 08:00am - 15:30pm or 10:30am - 18:00pm. You would also be expected to work the occasional Saturday shift in which you would be given a day off midweek.
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.
- 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.
Advertised: 17 Sep 2025 GMT Daylight Time
Applications close: 17 Oct 2025 GMT Daylight Time
Banking Associate in North East employer: Virgin Money
At Virgin Money, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises inclusivity and employee well-being. With generous benefits such as 38.5 days of annual leave, flexible working arrangements, and a commitment to personal development, our Banking Associates in Newcastle Upon Tyne will find themselves in a supportive environment where they can thrive and make a meaningful impact on customers' lives.
StudySmarter Expert Advice🤫
We think this is how you could land Banking Associate in North East
✨Tip Number 1
Familiarise yourself with Virgin Money's values and mission. Understanding their commitment to customer service and community impact will help you align your responses during interviews, showcasing how you can contribute to their goals.
✨Tip Number 2
Practice your communication skills by engaging in mock conversations. Since the role involves a lot of customer interaction, being able to articulate your thoughts clearly and empathetically will set you apart from other candidates.
✨Tip Number 3
Research common banking products and services offered by Virgin Money. Having a solid understanding of these will not only boost your confidence but also allow you to answer questions more effectively during the interview process.
✨Tip Number 4
Network with current or former employees of Virgin Money on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
We think you need these skills to ace Banking Associate in North East
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in customer service, especially in fast-paced environments. Emphasise any relevant skills such as communication, problem-solving, and your ability to assist vulnerable customers.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer service and your understanding of Virgin Money's values. Mention specific experiences where you've successfully managed customer requests or improved service quality.
Highlight Relevant Skills:In your application, clearly outline your proficiency with digital tools like Microsoft Teams, Outlook, and Excel. Provide examples of how you've used these tools to manage workloads effectively.
Showcase Teamwork and Collaboration:Since the role requires working collaboratively, include examples of how you've worked well in teams. Highlight any instances where you shared knowledge or best practices to achieve common goals.
How to prepare for a job interview at Virgin Money
✨Showcase Your Customer Service Skills
As a Banking Associate, your ability to communicate effectively is crucial. Prepare examples of how you've successfully handled customer inquiries or resolved issues in previous roles. Highlight your experience in fast-paced environments to demonstrate your adaptability.
✨Understand Virgin Money's Values
Familiarise yourself with Virgin Money's mission and values. Be ready to discuss how you align with their commitment to providing fair and rewarding banking services. This will show your genuine interest in the company and its culture.
✨Prepare for Vulnerable Customer Scenarios
Given the importance of assisting vulnerable customers, think about situations where you've had to provide extra support. Be prepared to discuss your approach to identifying and helping these customers, showcasing your empathy and problem-solving skills.
✨Demonstrate Digital Proficiency
Since the role involves managing workloads digitally, be ready to talk about your experience with tools like Microsoft Teams, Outlook, and Excel. You might even want to mention any specific projects where you used these tools to improve efficiency or communication.
