At a Glance
- Tasks: Support customers with digital banking solutions and provide exceptional service over the phone.
- Company: Join Virgin Money, a leading digital bank with a rich heritage and a customer-centric culture.
- Benefits: Enjoy hybrid working, generous holidays, well-being days, and market-leading pension from day one.
- Other info: We value diversity and inclusivity, offering support for all applicants.
- Why this job: Be part of a team that empowers customers and makes banking a positive experience.
- Qualifications: Experience in fast-paced customer service and strong communication skills are essential.
The predicted salary is between 20000 - 21000 £ per year.
Location: UK Hybrid - Gosforth / Glasgow area with some remote working
Our Team
Are you ready to embark on an exciting journey with Virgin Money? As a Digital Service Advisor, you'll play a pivotal role in creating rewarding relationships with our customers over the phone. Your mission: to 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:
- Be the 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, you'll help customers feel confident in managing their finances.
- Assist our Vulnerable Customers: By identifying customers who may be vulnerable, you’ll provide them with the relevant support and where necessary 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!
- Having brilliant inbound conversations: Develop skills to deliver the right outcomes for our customers.
- 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 of working within a fast paced, technology-led customer service environment.
- Impeccable communication with experience of 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 of using Microsoft office applications.
We’d love you to have:
- Some financial services experience.
- Knowledge of banking products.
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. We value our time together to solve problems, learn, and stay connected.
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.
- 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.
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. 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 create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we’re able to do banking differently and by innovating and working together we can make a real difference. 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 at 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.
Digital Experience Service Adviser in North Shields employer: Virgin Money
At Virgin Money, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions customer service and innovation. With a hybrid working model based in the Gosforth/Glasgow area, employees enjoy generous benefits including 38.5 days of annual leave, flexible working options, and a commitment to personal growth and inclusivity. Join us to be part of a team that values your contributions and empowers you to make a real difference in our customers' lives.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Experience Service Adviser in North Shields
✨Tip Number 1
Familiarise yourself with Virgin Money's digital products and services. Understanding their offerings will help you engage customers effectively and demonstrate your knowledge during the interview.
✨Tip Number 2
Practice your communication skills by simulating customer interactions. This will prepare you for the inbound conversations you'll have as a Digital Experience Service Adviser, allowing you to build rapport quickly.
✨Tip Number 3
Research common challenges faced by vulnerable customers in financial services. Being able to discuss how you would support these customers can set you apart from other candidates.
✨Tip Number 4
Showcase your adaptability by preparing examples of how you've thrived in fast-paced environments. Highlighting your ability to make quick decisions will resonate well with the hiring team.
We think you need these skills to ace Digital Experience Service Adviser in North Shields
Some tips for your application 🫡
Understand the Role:Read through the job description carefully to understand the key responsibilities and requirements. Tailor your application to highlight how your skills and experiences align with the role of a Digital Experience Service Adviser.
Craft a Personalised Cover Letter:Write a cover letter that reflects your enthusiasm for the position and the company. Mention specific aspects of Virgin Money that resonate with you, such as their commitment to customer service and innovation in banking.
Highlight Relevant Experience:In your CV, emphasise your experience in fast-paced customer service environments, particularly any roles where you've assisted vulnerable customers or used technology to enhance customer interactions.
Showcase Communication Skills:Since the role requires excellent communication skills, consider including examples in your application that demonstrate your ability to build rapport with customers and make in-the-moment decisions effectively.
How to prepare for a job interview at Virgin Money
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Digital Experience Service Adviser. Familiarise yourself with Virgin Money's products and services, especially their digital solutions, so you can confidently discuss how you would assist customers.
✨Showcase Your Communication Skills
As this role involves guiding customers over the phone, it's crucial to demonstrate your impeccable communication skills. Practice active listening and clear articulation during the interview to show that you can build rapport and effectively address customer queries.
✨Prepare for Scenario Questions
Expect questions that assess your ability to handle vulnerable customers and make in-the-moment decisions. Prepare examples from your past experience where you've successfully supported customers in challenging situations, highlighting your caring attitude and problem-solving skills.
✨Emphasise Your Team Player Attitude
Virgin Money values collaboration and teamwork. Be ready to discuss how you thrive in a fast-paced environment and contribute to team performance. Share specific instances where you've worked well with others to achieve positive outcomes for customers.
