Customer Support Associate (SST)

Overview

We\’re excited to offer a rewarding opportunity to join our Specialist Support Team—a group dedicated to helping customers with complex needs, such as serious mental health challenges or multiple vulnerabilities, who may struggle to manage their everyday banking. In this role, you\’ll provide compassionate, tailored support through both telephony and back-office channels. You\’ll work closely with internal teams across our stores and contact centres, as well as external partners including third-party charities, to ensure our customers receive the care and assistance they need. If you\’re empathetic, collaborative, and passionate about making a difference, we\’d love to hear from you.

Responsibilities

• Understanding and responding to the needs of our customers, including those who are vulnerable, by identifying the right support and solutions tailored to their circumstances.
• Collaborating with colleagues across the bank—including stores and contact centres—as well as external third parties such as solicitors and debt charities, to ensure customers receive comprehensive support.
• Recognising when a situation requires specialist input and confidently referring to the appropriate resources.
• Sharing knowledge and best practices to help others succeed and contribute to a culture of continuous improvement.
• Working respectfully and collaboratively with your team, fostering a supportive environment where everyone is focused on delivering excellent customer outcomes.
• Building strong working relationships across the team and wider bank to ensure a seamless and compassionate customer experience.
• Previous experience supporting vulnerable customers with empathy and care—asking the right questions and offering meaningful assistance.
• Superb communication and listening skills, with the ability to understand and respond to individual customer situations.
• A high level of confidence in handling customer interactions, whether face-to-face or over the phone, in a service or support role.
• An adaptable and flexible approach, ready to meet the changing needs of customers and the business.
• A clear understanding of the importance of performance and customer satisfaction.
• Awareness of policies and regulatory requirements, and how they apply in a customer support setting.
• Strong organizational skills and the ability to stay motivated and manage your own workload effectively.

About Virgin Money and our selection process

Virgin Money is part of the Nationwide group and operates as the UK\’s first full-service mutual bank, serving millions of retail and business customers. We are committed to an inclusive culture and to removing obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team. We may prioritise candidates whose skills and experience most closely align with the role while ensuring fair consideration for all applicants.

Requirements and checks

Note: Some roles allow base in the UK; you must have the right to work in the UK. If successful, credit and criminal record checks and three years\’ worth of satisfactory references are required. For roles under the Senior Manager Regime and Certification Regime, enhanced pre-employment checks apply, including six years of regulatory references and periodic employment checks once in the role.

Benefits

• 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.