Business Unit:  Customer Operations, Mortgage Operations
Salary range: £23,500 - £25,000 per annum
Location:  UK Hybrid – Gosforth/ Glasgow

Telephony Banking Associate – Be the Voice of Virgin Money

Our Telephony Banking Associates are the heartbeat of our customer experience – the friendly voice on the other end of the line that makes all the difference. As the first point of contact for our customers calling in, you’ll play a vital role in delivering the exceptional service Virgin Money is known for.

We’re looking for people bursting with energy, passion, and a genuine desire to create magic moments over the phone. Whether it’s helping with everyday banking queries, offering guidance, or simply making someone’s day a little brighter, you’ll be there to ensure every call ends with a smile.

What you’ll be doing:

• Handling inbound customer calls and chat service with warmth, professionalism, and a personal touch.
• Listening carefully to understand customer needs and providing clear, helpful solutions.
• Making every interaction count by delivering a service that exceeds expectations.
• Using your knowledge and tools to resolve queries efficiently and confidently.
• Bringing your personality to every call – we love a bit of fun while we work!

We need you to have

• Proven experience working in a contact centre or customer service environment where you’ve delivered great outcomes for customers
• A strong track record of delivering excellent customer service, showing empathy, patience, and professionalism in every interaction.
• Experience building relationships with a variety of people, with the ability to adapt your communication style to suit different situations
• Evidence of working effectively as part of a team, supporting others
• Experience managing multiple tasks or systems in a fast-paced environment, showing strong organisation and time management skills.
• A history of quickly adapting to new tools, systems or processes, with a willingness to learn and improve.
• Demonstrated curiosity and initiative, such as asking the right questions, spotting opportunities to improve things, or going the extra mile to help a customer.

Shift Patterns

• 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.