Business Unit: Stores Network
Salary Range: £25,600 - £38,400 per annum DOE + benefits
Location: Hybrid (occasional travel required to a hub – Glasgow, Gosforth)
Contract Type: Permanent, Full Time

Our Team

We have an amazing opportunity for someone to join our Customer Care Team. Our Customer Care Team have a very important role, they support our vulnerable customers. As a Customer Care Team Leader, you and your team will primarily specialise in supporting our customers who are impacted by multiple streams of digital or business change. Dealing with and supporting vulnerable customers is a rewarding role, that brings challenges, resilience and a sense of accomplishment in knowing you are helping others. We are looking for an experienced Team Leader to manage and support the team, while also driving for customer service excellence.  If you are self-motivated, enthusiastic and ready to make a real difference within a go-getting team then we are looking for you!

What you’ll be doing

• Manage and lead a medium size team.
• Be responsible for identifying training and coaching needs within the team.
• Have responsibility for the performance, quality, service and efficiency of the team.
• Have a hunger to achieve an incredibly high standard of service.
• Quickly adapt to customer demographics and the changes this may mean for your team.
• Engage, inspire and motivate others as part of a winning team.
• Be able to succeed in a fast paced and changing environment.
• Liaise with the Customer Care Hub Manager on progress within the team.

We need you to have

• Experience of supervising a remote telephony team.
• Experience of working in a fast paced, dynamic and changing environment to a high level.
• Strong people management experience (performance management, training and coaching).
• Financial Services Experience or a good knowledge of the different products and services that are offered across the bank.
• A caring, positive attitude with a genuine desire to exceed our customers’ expectations.
• Excellent communication and listening skills with the ability to empathise and deliver a heartfelt service both to your team and our customers.
• The desire to want to pick up the phone and assist the team in actively helping customers.
• A passion for delivering exceptional customer service.
• Ability to adapt, learn quickly, and focus on solutions.

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 careers@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.