At a Glance
- Tasks: Lead a dynamic team to support vulnerable customers and drive service excellence.
- Company: Join Virgin Money, a pioneering mutual bank focused on making a positive impact.
- Benefits: Enjoy generous holidays, well-being days, and flexible benefits from day one.
- Other info: Be part of an inclusive culture that celebrates diversity and encourages growth.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in team management and a passion for customer service.
The predicted salary is between 25600 - 38400 £ per year.
Overview
Search our opportunities to find your fit
Apply now Job no: 699525
Work type: Permanent Full Time
Location: Head Office - Glasgow, Head Office - Newcastle, Hybrid
Categories: Customer Service
Business Unit: Stores Network
Salary Range: £25,600 - £38,400 per annum DOE + benefits
Location: Hybrid (occasional travel required to a hub – Glasgow, Gosforth)
Contract Type: Permanent, Full Time
Our Team
We have an amazing opportunity for someone to join our Customer Care Team. Our Customer Care Team have a very important role, they support our vulnerable customers. As a Customer Care Team Leader, you and your team will primarily specialise in supporting our customers who are impacted by multiple streams of digital or business change. Dealing with and supporting vulnerable customers is a rewarding role, that brings challenges, resilience and a sense of accomplishment in knowing you are helping others. We are looking for an experienced Team Leader to manage and support the team, while also driving for customer service excellence. If you are self-motivated, enthusiastic and ready to make a real difference within a go-getting team then we are looking for you!
What you’ll be doing
- Manage and lead a medium size team.
- Be responsible for identifying training and coaching needs within the team.
- Have responsibility for the performance, quality, service and efficiency of the team.
- Have a hunger to achieve an incredibly high standard of service.
- Quickly adapt to customer demographics and the changes this may mean for your team.
- Engage, inspire and motivate others as part of a winning team.
- Be able to succeed in a fast paced and changing environment.
- Liaise with the Customer Care Hub Manager on progress within the team.
We need you to have
- Experience of supervising a remote telephony team.
- Experience of working in a fast paced, dynamic and changing environment to a high level.
- Strong people management experience (performance management, training and coaching).
- Financial Services Experience or a good knowledge of the different products and services that are offered across the bank.
- A caring, positive attitude with a genuine desire to exceed our customers’ expectations.
- Excellent communication and listening skills with the ability to empathise and deliver a heartfelt service both to your team and our customers.
- The desire to want to pick up the phone and assist the team in actively helping customers.
- Ability to adapt, learn quickly, and focus on solutions.
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.
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.
Virgin Money is so much more than just a bank. As part of theNationwide 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 teamcareers@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.
Advertised: 10 Sep 2025 GMT Daylight Time
Applications close: 24 Sep 2025 GMT Daylight Time
Customer Care Team Leader in Glasgow employer: Virgin Money
At Virgin Money, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and growth. As a Customer Care Team Leader, you will not only lead a dedicated team in making a meaningful impact on vulnerable customers but also enjoy generous benefits such as 38.5 days of annual leave, flexible working options, and comprehensive health coverage from day one. Join us in our mission to provide fair and rewarding banking while thriving in a dynamic environment that celebrates diversity and encourages personal development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Leader in Glasgow
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Virgin Money. Understand their values, mission, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with the role of Customer Care Team Leader. Highlight your people management skills and your passion for helping customers.
✨Tip Number 3
Show your personality! During the interview, let your enthusiasm shine through. Share stories that demonstrate your ability to lead a team and support vulnerable customers. Remember, they want to see the real you and how you'd fit into their culture.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the position. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Care Team Leader in Glasgow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Customer Care Team Leader. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your People Skills:Since this role is all about leading a team and supporting customers, don’t forget to share examples of your people management experience. We want to see how you've inspired and motivated others in the past!
Be Genuine and Caring:We’re looking for someone with a caring attitude who genuinely wants to help others. Make sure your application reflects your passion for customer service and your ability to empathise with both customers and your team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Virgin Money
✨Know Your Stuff
Make sure you understand the role of a Customer Care Team Leader inside out. Familiarise yourself with the challenges faced by vulnerable customers and how your team can support them. This will show that you're not just interested in the job, but genuinely care about making a difference.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in the past. Highlight your experience in training and coaching, as well as how you've driven performance and service excellence. Be ready to discuss specific situations where you inspired or motivated your team.
✨Emphasise Adaptability
This role requires someone who can thrive in a fast-paced environment. Share stories that demonstrate your ability to adapt quickly to changes and how you've handled unexpected challenges. This will reassure them that you can keep up with their dynamic work culture.
✨Communicate with Empathy
Since the role involves supporting vulnerable customers, practice conveying empathy in your responses. Use active listening techniques during the interview and be prepared to discuss how you would handle sensitive situations with care and compassion.
