At a Glance
- Tasks: Deliver top-notch customer support in-branch and remotely, guiding clients through transactions and queries.
- Company: Join a purpose-driven mutual organisation focused on excellent customer service.
- Benefits: Enjoy 25 days holiday, health options, paid volunteering, and ongoing training.
- Other info: Dynamic role with opportunities for personal and professional growth in a supportive environment.
- Why this job: Make a real impact by helping customers navigate their banking needs with empathy and clarity.
- Qualifications: Customer service experience or a passion for helping people is essential.
The predicted salary is between 26120 - 31924 £ per year.
Overview
In this role you will deliver excellent in-branch and remote customer support, guiding clients through transactions, queries, and the use of digital tools.
You will work in a busy branch with a focus on fair, helpful, and clear service aligned to the company’s customer-first mission.
You’ll collaborate with colleagues to ensure a seamless banking experience and make banking accessible for all.
This position offers growth, training, and a strong personal and professional impact within a purpose-driven, mutual organisation.
- Pay / Benefits
- 25 days holiday (increases to 30, with option to buy up to 10 more)
- Wellbeing and health options via Wellhub
- Paid volunteering up to 2 days per year
- Ongoing training and development
- Annual performance-related bonus
- Private medical insurance
Responsibilities
- Welcome customers in branch, assess needs, and provide trusted, friendly banking guidance
- Process a range of transactions and queries accurately with emphasis on security and fairness
- Promote and assist with digital banking services to simplify managing money
- Guide customers to suitable banking products and services to support their finances
- Collaborate with branch colleagues to maintain high service levels, especially during peak times
- Follow processes, identify issues, and escalate when needed to protect customers
- Preserve meaningful face-to-face banking on the high street and ensure customers feel supported and respected
- Key requirements
- Customer service experience or passion for helping people
- Patience, empathy, and strong interpersonal skills
- Ability to work in a fast-paced environment with shifting priorities
- Calm under pressure and adaptability to change
- Comfort with technology and digital tools
- Excellent communication skills across in-person, phone, and digital channels
- Ownership mindset and integrity to protect customers and their money
- Willingness to learn and grow knowledge of banking products and services
- empathy
- patience
- clear communication
- digital banking tools
- customer service systems
- basic IT literacy
Customer Consultant - Stornoway employer: Virgin Money
At Virgin Money, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and personal development. As a Branch Leader in Hartlepool, you'll not only lead a dedicated team but also benefit from our commitment to employee growth through coaching and support, all while delivering an outstanding customer experience in a digital-first environment. Join us to be part of a forward-thinking organisation that values your contributions and fosters a collaborative atmosphere.
