At a Glance
- Tasks: Deliver top-notch customer support in-branch and remotely, guiding clients through transactions and queries.
- Company: Join a purpose-driven mutual organisation focused on excellent customer service.
- Benefits: Enjoy 25 days holiday, health options, paid volunteering, and ongoing training.
- Other info: Dynamic role with opportunities for personal and professional growth in a supportive environment.
- Why this job: Make a real impact by helping customers navigate their banking needs with empathy and clarity.
- Qualifications: Customer service experience or a passion for helping people is essential.
The predicted salary is between 26120 - 31924 £ per year.
Overview
In this role you will deliver excellent in-branch and remote customer support, guiding clients through transactions, queries, and the use of digital tools.
You will work in a busy branch with a focus on fair, helpful, and clear service aligned to the company’s customer-first mission.
You’ll collaborate with colleagues to ensure a seamless banking experience and make banking accessible for all.
This position offers growth, training, and a strong personal and professional impact within a purpose-driven, mutual organisation.
- Pay / Benefits
- 25 days holiday (increases to 30, with option to buy up to 10 more)
- Wellbeing and health options via Wellhub
- Paid volunteering up to 2 days per year
- Ongoing training and development
- Annual performance-related bonus
- Private medical insurance
Responsibilities
- Welcome customers in branch, assess needs, and provide trusted, friendly banking guidance
- Process a range of transactions and queries accurately with emphasis on security and fairness
- Promote and assist with digital banking services to simplify managing money
- Guide customers to suitable banking products and services to support their finances
- Collaborate with branch colleagues to maintain high service levels, especially during peak times
- Follow processes, identify issues, and escalate when needed to protect customers
- Preserve meaningful face-to-face banking on the high street and ensure customers feel supported and respected
- Key requirements
- Customer service experience or passion for helping people
- Patience, empathy, and strong interpersonal skills
- Ability to work in a fast-paced environment with shifting priorities
- Calm under pressure and adaptability to change
- Comfort with technology and digital tools
- Excellent communication skills across in-person, phone, and digital channels
- Ownership mindset and integrity to protect customers and their money
- Willingness to learn and grow knowledge of banking products and services
- empathy
- patience
- clear communication
- digital banking tools
- customer service systems
- basic IT literacy
Customer Consultant - Stornoway employer: Virgin Money
At Virgin Money, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and personal development. As a Branch Leader in Hartlepool, you'll not only lead a dedicated team but also benefit from our commitment to employee growth through coaching and support, all while delivering an outstanding customer experience in a digital-first environment. Join us to be part of a forward-thinking organisation that values your contributions and fosters a collaborative atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Consultant - Stornoway
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Virgin Money. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Virgin Money before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Consultant - Stornoway
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Virgin Money:Your cover letter is your chance to shine! Tell us why you want to work at Virgin Money specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Virgin Money!
How to prepare for a job interview at Virgin Money
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
