Business Unit: Customer Operations, Retail Operations
Salary Range: £23,500 - £25,000 per annum DOE + red-hot benefits
Location: UK Hybrid – Glasgow/Gosforth

Our Team

Are you ready to embark on an exciting journey with Virgin Money? As a Virgin Money Banking Associate, you'll play a pivotal role in creating rewarding relationships with our customers. Your mission: to be responsible for speaking to customers and processing their requests. We aim to deliver this at pace and to a high-quality standard, working together as a team to deliver exceptional service for our customers. You’ll be the friendly voice of Virgin Money, delivering heartfelt service every day.

What you’ll be doing

• Delivering exceptional service, using your excellent communication skills to understand and help our customers
• Managing the end-to-end journey for our savings customers, from the opening of the account to making amendments to customer details and everything in between
• Be the Voice of Virgin Money, Guide customers over the phone, offering extra help and sharing how they can use our digital solutions
• Having brilliant inbound and outbound conversations, developing skills to deliver the right outcomes for our customers
• Interacting with customers via letter and text to clarify customer requests and satisfy identity verification requirements
• Assist our Vulnerable Customers By identifying customers who may be vulnerable, you’ll provide them with the relevant support and where necessary record any support needs to ensure we are mindful and aware of their needs moving forward
• Working effectively, respectfully and collaboratively with colleagues – sharing knowledge and best practice to achieve common goals
• Taking responsibility for continuous improvement, including your own performance, and personal development
• Contributing to the overall performance of the department as a keen team player

We need you to have

• Strong experience of working within a fast paced, technology-led customer service environment.
• Experience in handling and processing important customer correspondence such as original documents or personal cheques
• Experience in managing workloads digitally
• Proven track record of assisting vulnerable customers by asking questions and providing support.
• Be computer literate, specifically with Microsoft Teams, Outlook and Excel applications
• A flexible and positive working approach to suit customer needs and business demands.
• Being open, receptive and an advocate to learning new skills
• Excellent communication and listening skills; ability to understand and respond professionally
• Supportive of demand-based change, specifically relating to a flexible approach to hybrid working. You may be required to come onsite at short notice
• Proven interpersonal skills and the ability to work positively with internal and external stakeholders

We’d love you to have

• Some financial services experience
• Knowledge of banking products

Working hours

• 35 hour working week
• Customer processing roles – Monday to Friday flexible between 8am-8pm
• Telephony based roles – Rotational shifts including some Saturday work

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 careers@virginmoney.com 

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.