Specialist Support Associate

Business Unit: Chief Operating Office, Customer Support

Salary range: £23,500 - £27,000 per annum DOE + red-hot benefits

Location: UK Hybrid - with occasional travel to a local HUB Leeds, Gosforth, Glasgow.

Our Team

An amazing opportunity has become available to join our specialist support team who are there to provide support to customers who have complex needs, such as serious mental health issues or multiple vulnerabilities. You’ll be working closely with internal areas such as stores, contact centres, and external third-party charities.

What you’ll be doing

• Talking with customers to understand their circumstances and provide support.
• Listening, understanding and meeting the needs of customers, including vulnerable customers, and finding appropriate solutions.
• Liaising with the stores and other areas of the bank as well as customers and third parties, such as solicitors and debt charities.
• Going the extra mile to provide an excellent heartfelt service.
• Sharing knowledge, best practices, and supporting others to achieve common goals.
• Working effectively, respectfully, and collaboratively with colleagues.
• Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us.

We need you to have

• A proven track record of assisting vulnerable customers by asking questions and providing the necessary support.
• Demonstrable excellent communication and listening skills & a natural ability to empathise and understand customer situations.
• Practical understanding of policy and regulatory requirements.
• Strong customer service experience gained in a face-to-face or telephony-based background within a customer services or support role.
• Excellent PC skills including the use of Microsoft packages.
• A flexible approach to suit the needs of customers.
• Genuine enthusiasm to work with your team to achieve collective goals in a timely way.
• Good organisation skills and a self-motivator.

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, and 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 deliver on our purpose, ‘Making You Happier About Money.’ This means we’re able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. 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.

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.