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For Companies At a Glance
- Tasks: Help customers affected by fraud, providing support and solutions with empathy.
- Company: Join Virgin Money, a pioneering mutual bank focused on fair and rewarding banking.
- Benefits: Enjoy 38.5 days holiday, flexible benefits, and market-leading pension from day one.
- Other info: Hybrid working available; apply quickly as roles may close early due to high interest.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Strong customer service experience and a curious mindset are essential.
The predicted salary is between 19500 - 21800 ÂŁ per year.
Business Unit: Customer Support
Salary Range: £23,500 – £26,000 per annum DOE + Benefits
Location: UK hybrid – Leeds/Gosforth/Glasgow
Our Team
Our Fraud Detection Team goes the extra mile to provide customers with the help they need to manage their financial situation. To join them, you\’ll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You\’ll primarily help customers who have been victims of fraud, which involves tough conversations, but your resilience and empathy will support those who need it most.
Despite the challenges, you\’ll have opportunities to create memorable experiences for customers—something our team is passionate about and finds rewarding. You\’ll need to be a great listener, patient, and demonstrate a caring manner. It\’s vital you get the basics right, focus on detail, and work accurately. You will be an ambassador for Virgin Money, balancing policy adherence with delivering exceptional customer service.
We are recruiting for a September or October start date. Please only apply if you can commit to this timeframe. Note that no annual leave will be permitted during the first two months of training.
What You\’ll Be Doing
- Playing a key role within our operation to deliver valuable service and enhance customer satisfaction.
- Working flexibly within operating hours of 8:00am to 7:30pm Monday to Friday, and Saturday 9:00am to 5:00pm.
- Providing excellent customer experience while ensuring sustainable and affordable solutions.
- Supporting customers in or approaching financial difficulty and potential victims of fraud or scams.
- Demonstrating insatiable curiosity to find the best solutions for customers and the company.
- Liaising with third parties to ensure full customer support based on best practices.
- Summarising key information through effective probing and active listening, within policy frameworks.
- Confidently challenging rules when necessary to achieve positive outcomes.
- Working within regulatory frameworks as a regulated organisation.
- Being emotionally resilient, honest, and supportive of colleagues, especially during tough times.
What We Need You To Have
- Strong customer service experience—telephony or face-to-face.
- Proven ability to work in fast-paced environments.
- Inquisitive mindset—asking questions, challenging norms, negotiating solutions.
- Proficient communication skills with a sincere customer focus.
- A caring, positive attitude with a passion for exceeding customer expectations.
- Ability to multitask—listening to customers while reviewing information.
- Experience and confidence in dealing with customer behaviours.
Nice to Have (but not essential)
- Experience in frontline customer-facing telephony roles.
- Knowledge or experience in fraud.
- Experience supporting vulnerable customers.
Red Hot Rewards
- Generous holidays—38.5 days annual leave including bank holidays, with options to buy more.
- Up to five extra paid well-being days per year.
- 20 weeks paid, gender-neutral family leave (total 52 weeks) for expectant or adopting parents.
- Market-leading pension.
- Free private medical cover, income protection, and life assurance.
- Flexible benefits including Cycle to Work, wellness assessments, and critical illness cover.
These benefits start from day one. Apply promptly as the role may close early if interest is high.
Say hello to Virgin Money
Virgin Money is more than just a bank. Part of the Nationwide group, we\’re the UK\’s first full-service mutual bank serving millions. Our purpose is \”Banking but fairer, more rewarding, and for the good of society\”. Join us to make a difference in customers\’ lives, communities, and society, and enjoy a collaborative, customer-focused, and rewarding career.
Be yourself at Virgin Money
We celebrate diversity, foster fun, and include everyone as we pursue our purpose: \”Banking – but fairer, more rewarding, and for the good of society\”. We are committed to an inclusive culture and removing obstacles to inclusion. Contact our Talent Acquisition team for reasonable adjustments during your application process.
Please note: We may prioritize candidates whose skills and experience align most closely with the role if we receive high applications, while ensuring fair consideration for all.
The legal bit
Some roles allow remote work across the UK, but you must have the right to work in the UK. Successful candidates will need to complete pre-employment checks including credit, criminal record, and references. Additional checks may apply for certain roles.
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Fraud Contact Centre Agent employer: Virgin Money
Contact Detail:
Virgin Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud Contact Centre Agent
✨Tip Number 1
Familiarise yourself with common fraud scenarios and the emotional impact they have on victims. This knowledge will help you empathise with customers and provide them with the support they need during tough conversations.
✨Tip Number 2
Practice active listening skills by engaging in role-play scenarios with friends or family. This will enhance your ability to summarise key information and respond effectively to customer needs, which is crucial for this role.
✨Tip Number 3
Research Virgin Money's values and customer service philosophy. Understanding their approach will allow you to align your responses and demonstrate how you can contribute to their mission of providing exceptional customer experiences.
✨Tip Number 4
Prepare examples from your past experiences that showcase your resilience and ability to handle difficult situations. Being able to articulate these stories will highlight your suitability for a role that requires emotional strength and support for vulnerable customers.
We think you need these skills to ace Fraud Contact Centre Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience, especially in telephony or face-to-face roles. Emphasise skills like empathy, resilience, and the ability to multitask, as these are crucial for a Fraud Contact Centre Agent.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping customers and your understanding of the challenges faced by fraud victims. Use specific examples from your past experiences that demonstrate your inquisitive mindset and problem-solving abilities.
Showcase Communication Skills: Since strong communication is key for this role, ensure your application reflects your proficiency in both written and verbal communication. Consider including examples where you successfully navigated difficult conversations or provided exceptional customer service.
Highlight Relevant Experience: If you have any experience dealing with vulnerable customers or knowledge of fraud, make sure to mention it. This will set you apart from other candidates and show that you understand the nuances of the role.
How to prepare for a job interview at Virgin Money
✨Show Empathy and Resilience
As a Fraud Contact Centre Agent, you'll be dealing with customers who have faced tough situations. Demonstrating empathy during the interview will show that you understand the emotional aspect of the role. Share examples of how you've supported others in difficult times.
✨Demonstrate Your Curiosity
The job requires an inquisitive mindset to ask the right questions. Prepare to discuss instances where your curiosity led to uncovering important information or solving a problem. This will highlight your ability to get to the root of issues.
✨Highlight Customer Service Experience
Strong customer service experience is crucial for this role. Be ready to talk about your previous roles, focusing on how you provided exceptional service, especially in challenging situations. Use specific examples to illustrate your skills.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and how you handle difficult conversations. Practice responding to potential scenarios related to fraud and customer support, showcasing your ability to remain calm and effective under pressure.