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Business Unit: COO, Customer Support
Salary range: £23,500 - £27,000 per annum DOE + Red Hot Benefits 
Location: UK Hybrid with occasional travel to Gosforth or Leeds

Get out of your comfort zone. Live a life more Virgin.

Our Team

We are recruiting into our Financial Care team to give our customers the top-class level of service they deserve and expect as part of being a valued Virgin Money customer. Looking after our customers is a key priority for us so when the moment comes to support our customers in their hour of need, we are looking for Credit Service Associate’s to deliver a fantastic level of customer services.

We are looking for people who are passionate about providing really great service and support, while helping customers to manage their financial situation to make memorable customer experiences; and taking the time to make sure our customers have the right solution to suit their needs. We're looking for self-motivated passionate and empathetic individuals, who are ready to make a real difference to a successful and expanding telephony team.

What you’ll be doing

You’ll play a key part within our frontline telephony team, providing an excellent customer experience; whilst attempting to achieve a sustainable and affordable solution for the customer.

Taking inbound and making outbound calls to support our customers who require additional support through difficult times.

Talking with customers to understand their circumstances and as appropriate provide support to those that are either vulnerable, in or approaching financial difficulty.

Your ability to be insatiably curious will obtain the best possible solution for the customer and the company will come into play.

You’ll liaise with third parties to ensure that our customers are fully supported and receive a service based on best practice.

As we're a regulated organisation, we need you to work within the appropriate regulatory frameworks.

Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us.

 need you to have

Previous telephony experience dealing with customers.

Knowledge and / or experience working in the financial services sector or banking industry.

Knowledge or experience in collections or providing financial assistance support to customer or equivalent customer service support.

Excellent communication skills to exceed our customers’ expectations and deliver exceptional service.

Ability to listen, analyse and problem solve to get the right outcome for our customer and be confident in decision making.

Ability to work in a remote and a team environment and continue to stay motivated.

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