Business Unit:  COO, Digital Experience Centre
Salary range: £23,500 - £25,000 per annum DOE + red-hot benefits
Location:  UK Hybrid - Gosforth / Glasgow area with some remote working

Take control of your career. Live a life more Virgin. 

Our Team

Are you ready to embark on an exciting journey with Virgin Money? As a Digital Service Advisor, you'll play a pivotal role in creating rewarding relationships with our customers over the phone. Your mission: to support our customers in accessing our innovative products, services, and digital solutions through inbound conversations. You'll be the friendly voice of Virgin Money, delivering heartfelt service every day. 

What you’ll be doing 

• Be the Voice of Virgin Money: Guide customers over the phone, offering extra help and sharing how they can use our digital solutions.
• Empower Customers: From navigating mobile and online banking to addressing everyday queries, you'll help customers feel confident in managing their finances.
• 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.
• Deliver Exceptional Service: If customer service and doing the right thing are your passions, we want you on our team!
• Having brilliant inbound conversations: Develop skills to deliver the right outcomes for our customers.
• Build Rapport: Use your excellent communication skills to understand and help customers.
• Discover Solutions: Ask the right questions to explain our products, services, and digital applications in a way customers understand.
• Thrive in a Fast-Paced Role: Contribute 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. 
• Impeccable communication with experience of making in the moment decisions within a Contact Centre environment. 
• Proven track record of assisting vulnerable customers by asking questions and providing support.
• A caring, positive attitude with a genuine desire to exceed our customers’ expectations. 
• A flexible and positive working approach to suit customer needs and business demands.
• Experience of using Microsoft office applications

We’d love you to have … 

• Some financial services experience
• Knowledge of banking products

Working Hours:

Rotational shifts including weekend work  (8am-8pm)

Hybrid Working:

• Enjoy the best of both worlds with our hybrid approach, combining office time in Newcastle (Gosforth) and Glasgow with generous home working options. We value our time together to solve problems, learn, and stay connected.

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.