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For Companies At a Glance
- Tasks: Support customers with digital solutions and create rewarding relationships over the phone.
- Company: Join the Virgin Money family, a leading mutual bank in the UK.
- Benefits: Enjoy 38.5 days annual leave, flexible working, and market-leading perks from day one.
- Why this job: Make a real impact by helping customers manage their finances confidently.
- Qualifications: Experience in fast-paced customer service and excellent communication skills required.
- Other info: Hybrid working model with opportunities for career growth and development.
The predicted salary is between 23500 - 25000 £ per year.
Business Unit: COO, Digital Experience Centre
Salary Range: £23,500 – £25,000 per annum DOE + benefits
Location: UK Hybrid – Gosforth / Glasgow area with some remote working
Contract Type: Permanent
✨ We’re buzzing about the year ahead – so much so that we’re hiring now for our 12th January and 2nd & 23rd February 2026 intakes!
Don’t miss out – come and be part of the Virgin Money family. ❤️
Our Team
As a Digital Service Advisor, you’ll play a pivotal role in creating rewarding relationships with our customers over the phone. Your mission: support our customers in accessing our innovative products, services, and digital solutions through inbound conversations. You’ll be the friendly voice of Virgin Money, delivering heartfelt service every day.
What you’ll be doing
- Voice of Virgin Money – Guide customers over the phone, offering extra help and sharing how they can use our digital solutions.
- Empower Customers – From navigating mobile and online banking to addressing everyday queries, help customers feel confident in managing their finances.
- Assist Vulnerable Customers – Identify customers who may be vulnerable, provide relevant support and record any support needs to ensure we are mindful and aware of their needs moving forward.
- Deliver Exceptional Service – If customer service and doing the right thing are your passions, we want you on our team!
- Develop skills – Deliver the right outcomes for our customers with brilliant inbound conversations.
- Build Rapport – Use your excellent communication skills to understand and help customers.
- Discover Solutions – Ask the right questions to explain our products, services and digital applications in a way customers understand.
- Thrive in a Fast‑Paced Role – Contribute to the overall performance of the department as a keen team player.
We need you to have
- Strong experience working within a fast‑paced, technology‑led customer service environment.
- Impeccable communication skill with experience making in‑the‑moment decisions within a Contact Centre environment.
- Proven track record of assisting vulnerable customers by asking questions and providing support.
- A caring, positive attitude with a genuine desire to exceed our customers’ expectations.
- A flexible and positive working approach to suit customer needs and business demands.
- Experience using Microsoft Office applications.
It’s a bonus if you have (not essential)
- Knowledge of banking products.
Working Hours
Hybrid Working: Enjoy the best of both worlds with our hybrid approach, combining office time in Newcastle (Gosforth) and Glasgow with generous home working options.
Red Hot Rewards
- 38.5 days annual leave (including bank holidays) – 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 including 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.
About Virgin Money
Virgin Money is part of the Nationwide group, the UK’s first full‑service mutual bank serving millions of retail and business customers. We are committed to creating an inclusive culture where everyone feels safe and inspired to contribute, speak up and be heard.
Legal & EEO Statement
If you’re successful, you will need to confirm you have the right to work in the UK and complete standard checks. Virgin Money is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability or any other protected characteristic.
Disability Confidence
We’re committed to removing any obstacles to inclusion. If you need any reasonable adjustments, please contact our Talent Acquisition team at careers@virginmoney.com.
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Digital Experience Service Adviser employer: Virgin Money
Contact Detail:
Virgin Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Experience Service Adviser
✨Tip Number 1
Get to know Virgin Money! Research their values and culture so you can show how you fit in. When you chat with them, drop in some examples of how you align with their mission of being fairer and more rewarding.
✨Tip Number 2
Practice your phone skills! Since you'll be the friendly voice of Virgin Money, make sure you're comfortable chatting about their products and services. Role-play with a mate to nail those inbound conversations.
✨Tip Number 3
Show your caring side! Be ready to discuss how you've helped vulnerable customers in the past. Share specific stories that highlight your empathy and problem-solving skills to impress them.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, keep an eye on those intake dates — don’t miss your chance to join the Virgin Money family!
We think you need these skills to ace Digital Experience Service Adviser
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of your own style into your writing. Remember, we’re looking for someone who can connect with our customers, so show us how you’d do that!
Tailor Your Application: Make sure to tailor your application to the Digital Experience Service Adviser role. Highlight your relevant experience and skills that match what we’re looking for. This shows us that you’ve done your homework and are genuinely interested in joining our team.
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured writing that’s easy to read. Avoid jargon unless it’s relevant, and make sure to proofread for any typos or errors. A polished application speaks volumes about your attention to detail!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the info you need about the role and our company there. We can’t wait to hear from you!
How to prepare for a job interview at Virgin Money
✨Know the Company Inside Out
Before your interview, take some time to research Virgin Money. Understand their values, mission, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Showcase Your Communication Skills
As a Digital Experience Service Adviser, communication is key. Practice articulating your thoughts clearly and confidently. You might want to prepare examples of how you've successfully assisted customers in the past, especially in a fast-paced environment.
✨Empathy is Essential
Given the role involves assisting vulnerable customers, be ready to discuss how you've handled sensitive situations before. Share specific instances where your empathy made a difference, as this will highlight your caring attitude and ability to exceed customer expectations.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Think about potential challenges you might face in the role and how you would address them. This will demonstrate your readiness to thrive in a fast-paced environment.