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- Tasks: Support customers with their mortgage needs over the phone and create brilliant experiences.
- Company: Join Virgin Money, a leading mutual bank with a fun and inclusive culture.
- Benefits: Enjoy 38.5 days holiday, flexible benefits, and health cover from day one.
- Why this job: Make a real difference in people's lives while developing your communication skills.
- Qualifications: Excellent phone communication skills and a customer-first mindset are essential.
- Other info: Be part of a collaborative team with great career growth opportunities.
The predicted salary is between 19500 - 27000 £ per year.
Search our opportunities to find your fit
Apply now Job no: 101934
Work type: Permanent Full Time
Location: Head Office – Glasgow, Head Office – Newcastle, Hybrid
Categories: Customer Relationships
Business Unit: Direct Mortgages
Salary range: £23,500 – £32,400 per annum DOE+ red-hot benefits
Location: Hybrid with occasional travel to hub
Contract: Perm full time
Here in Virgin Money Direct Mortgages Contact Centre, we’re passionate about delivering brilliant experiences to our customers – the kind that make them love us even more. Every day were working hard to be the best at what we do, and that hard work hasn’t gone unnoticed. Our Mortgage team has picked up awards from Moneyfacts, Your Mortgage, and Your Money Direct…just to name a few. We’re now looking for Mortgage Assistants to join our telephony team, and this is where you come in.
This is a fully telephony-based role. You’ll be handling inbound calls from customers who are looking to discuss their mortgage needs. Your role will be to provide detailed policy and process information to answer customers enquiries.
You’ll be the first point of contact, so you’ll need to bring warmth, empathy and confidence to every call. If you’re someone who thrives on talking to people, solving problems and making a difference over the phone, this could be the perfect fit for you.
What you’ll be doing:
- Speaking with customers over the phone to support them with one of life’s biggest financial commitments – their mortgage.
- Understanding their needs and checking eligibility, before booking appointments with our expert mortgage advisers.
- Creating brilliant experiences through every phone call, so our customers feel heard, valued and supported.
- Listening carefully, asking the right questions, and finding the right outcomes for every individual.
- Working closely with your team, sharing knowledge, ideas and supporting each other to deliver consistently great results.
We need you to have:
- Excellent communication and listening skills with the ability to empathise and deliver a customer first service.
- Telephony experience with the ability to effectively assist customer in a remote capacity
- Experience of following detailed policy and process guides while supporting customers.
- A curious mindset. You’re not afraid to ask questions to get to the heart of what the customer needs.
- Brilliant communication skills, you’re a natural on the phone, with a positive tone
- and ability to build rapport quickly.
- A flexible, can-do attitude with the ability to adapt to different customer needs.
It’s a bonus if you have but not essential
- Knowledge or experience of mortgages.
- Experience of working to targets to support in commercial delivery.
- Knowledge of banking products.
- Experience of working to targets.
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.
- 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.
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.
Virgin Money is so much more than just a bank. As part of theNationwide group,together we\’re the UK\’s first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.
Be yourself at Virgin Money
At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.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 teamcareers@virginmoney.com
Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.
Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, 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.
Advertised: 19 Sep 2025 GMT Daylight Time
Applications close: 26 Sep 2025 GMT Daylight Time
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Mortgage Assistant employer: Virgin Money
Contact Detail:
Virgin Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Assistant
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Virgin Money. Understand their values and what makes them tick. This way, you can tailor your answers to show how you fit right in with their culture.
✨Tip Number 2
Practice makes perfect! Grab a mate or family member and do some mock interviews. Focus on common questions for a Mortgage Assistant role, like how you'd handle a tricky customer call. The more you practice, the more confident you'll feel!
✨Tip Number 3
Show off your personality! When you're on the phone, let your warmth and empathy shine through. Remember, they want someone who can connect with customers, so don’t be afraid to be yourself and show that you care.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team. Don’t wait too long though; the sooner you apply, the better your chances!
We think you need these skills to ace Mortgage Assistant
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 warmth and enthusiasm into your words. Remember, we’re all about creating brilliant experiences for our customers, and that starts with you.
Tailor Your Application: Make sure to tailor your application to the Mortgage Assistant role. Highlight any relevant experience you have, especially in telephony or customer service. We love seeing how your skills align with what we do, so don’t hold back on showcasing your strengths!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if it helps, and make sure to answer any specific questions in the job description. Clarity is key!
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 amazing benefits right there. We can’t wait to hear from you!
How to prepare for a job interview at Virgin Money
✨Know Your Stuff
Before the interview, brush up on mortgage basics and the specific policies of Virgin Money. Understanding common mortgage terms and processes will help you answer questions confidently and show that you're genuinely interested in the role.
✨Show Off Your Communication Skills
Since this is a telephony-based role, practice your phone etiquette. Make sure to speak clearly, maintain a positive tone, and demonstrate empathy during mock calls. This will help you convey warmth and confidence, which are key for connecting with customers.
✨Prepare for Scenario Questions
Think about how you would handle various customer scenarios. Prepare examples that showcase your problem-solving skills and ability to adapt to different customer needs. This will demonstrate your readiness to create brilliant experiences for customers.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics or the company culture. This shows your curiosity and eagerness to be part of the Virgin Money family, plus it gives you a chance to assess if it's the right fit for you.