Quality Checker

Business Unit: Customer Service & Operations, Financial Care Team

Salary range: up to circa £29,000 per annum DOE + benefits

Work type: 4 x Permanent opportunities

Location: Hybrid - HUB Leeds/Gosforth/Glasgow

Our Team

This is an exciting opportunity to join the Risk Operations team where the pace is fast and exciting. Risk Operations brings together operational areas who support customers in their moment of need. This could range from a bereavement in the family to house repossession to fraudulent activity. The Quality Checker role is critical not only supporting colleagues but also responding to emerging risks which the nature of the work brings with it. Customer experience is at the heart of everything that Risk Operations do, and we are continually looking for ways to improve this experience through Continuous improvements and customer journeys.

What you’ll be doing

• Conducting call monitoring and reviews of Customer-Colleague communications in line with the Assurance principles and framework.
• Responsible for performing quality checking to ensure that our customers receive a fair outcome.
• Providing team members with feedback/guidance to ensure the resolution of issues whilst minimizing disruption to the customer and providing an exceptional customer experience.
• Empowering team members to take ownership to deliver a customer experience that is right first time, every time.
• Ensuring the delivery of quality is embedded within work in line with policy and regulatory requirements, helping to ensure key controls are maintained.
• Effectively communicating the outcome of your investigations, including difficult decisions to the case managers.
• Supporting and driving standardisation through people development and education.
• Pro-actively seeking ideas to improve work and eliminate waste, continuous improvement.

We need you to have

• Experience of delivering work to meet appropriate key performance indicators (customer focused) in an operations environment.
• Proficiency in Training and coaching at an operational level, whilst having provided effective feedback to colleagues in relation to customer outcomes.
• Practical knowledge of the regulatory environment, and ideally experience within a Financial Care / Collections team.
• A passion for providing an exceptional customer experience.
• Excellent communication and influencing skills.
• Ability to own your own time effectively to devote maximum time to coaching activities.

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.

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.

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of the Nationwide 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 team.

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.