Business Unit: COO, Retail Operations
Salary Range: £23,500 - £25,000 per annum
Location: UK Hybrid – Glasgow/Gosforth

Live to inspire change. Live a life more Virgin.

Our Team

We are recruiting into our Savings, Personal Current account and In life teams 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 Banking Associate’s to deliver a fantastic level of customer service.

Within Savings, Personal Current account and in life, our customers are everything to us and we take the service we deliver very seriously (but also make sure we have fun delivering it.) We`re looking for people with bags of energy and have a real desire to deliver magic moments for our customers. The successful candidate will be responsible for processing important customer information and requests, working both onsite in Gosforth/Glasgow and from home.

Our customers love the personalised and special service they receive from us, and when their requests reach our team you`ll be responsible for making sure that customer experience exceeds all expectations each and every time! In return, we'll train, encourage, and reward you, helping you every step of the way to make memorable customer experiences.

What you’ll be doing

• Look for the little things that make a big difference by providing outstanding customer experiences
• Be insatiably curious and identify opportunities to improve systems, productivity, and processes
• Have a strong ability to deliver accurate work – attention to detail is crucial in this role
• Provide excellent customer support for our customers - you’ll be a Virgin Money ambassador. We love going the extra mile for our customers to delightfully surprise them and enjoy the pride that it brings to make people happier about money
• You will be expected to work both onsite in Gosforth / Glasgow alongside working from home where possible

We need you to have

• Strong Customer service experience including experience in handling customer correspondence, processing back-office documents and making outbound calls
• Handling and processing important customer correspondence such as original documents or personal cheques
• Experience in managing workloads digitally
• Be computer literate, specifically with Microsoft Teams, Outlook and Excel applications
• The ability to adapt quickly, sometimes at short notice
• 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

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.  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 create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we're able to do banking differently and by innovating and working together we can make a real difference. 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

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.