Business Unit: PCA & In Life Servicing, Retail Operations
Salary Range: £25,600 - £32,000 per annum DOE + benefits 
Location: Hybrid with occasional travel to a Hub
Contract Type: Permanent

Our Team

In PCA & In Life Servicing we look after a range of non-savings products, for example, closing accounts, personal current account servicing, ensuring switches go smoothly to updating customers personal details.   We work closely with the other teams within Retail Operations – Savings Operations and Payment Operations.    We are one big team helping ensure each customer interaction goes smoothly through its journey from start to finish. We take care of the details that matter whilst providing exceptional service, so if you love a challenge and thrive off working in a busy environment, we’ve got a great opportunity for you to join us.

The Front-Line Manager role is crucial in driving the right behaviours and creating a focused but fun environment. You'll lead and direct an operational group of typically 3 teams generally 25-30 colleagues. This is an exciting opportunity to develop colleagues and shape the delivery of customer focused medium-term objectives and targets. If you are enthusiastic about leading a team and supporting continuous improvement to ensure a superior customer experience, then this is the role for you! 

What you’ll be doing

• Drive the performance of the team through regular performance conversations, and frequent feedback, supporting tailored development plans to nurture talent and succession plan.
• Manage any absence, return to work and associated admin tasks connecting with Flow Lead(s) and updating Core HR.
• Manage Gateway compliance with HR and schedule regular colleague 1-2-1 discussions.
• Proactively progress recruitment vacancies to source, evaluate and hire the best candidate for vacant positions.
• Develop team capabilities against an appropriate training roadmap to close skills gaps and support operational objectives.
• Providing support for any individual issues and problems that arise and updating any Risk management activity.
• Coaching and developing colleagues to drive forward our operational excellence agenda, delivering on appropriate customer focused measures (such as right first time).
• Plan short to medium term, focused on identifying capacity and resource to meet customer demands.
• Balance resources and achieve good levels of utilisation managing holiday allowance.
• Manage relationships within the Team and with external stakeholders, lead team communication / updates.

We need you to have

• Brilliant people leader skills and an ability to inspire the team to provide a best-in-class service with the customer at the heart of all tasks and activities.
• Excellent coaching and training capabilities accompanied with solid written / verbal communication skills.
• A proven track record of prioritising and managing daily tasks.
• Experience in the delivery of feedback and managing colleague performance.
• Ability to cascade changes and updates to ensure the teams have a full understanding and appreciation of the part they play in achieving operational goals.
• The ability to own, resolve and investigate root cause issues and contribute to solutions and improving ways of working and resolving complex issues.
• A track record of delivering accurate and high-quality work in line with timescales provided.
• Experience in delivering improvement in capability – both of individuals and teams.

It’s a bonus if you have but not essential

• Good knowledge of Savings/PCA & In Life Operations processes and operational activities.
• A desire to make a genuine difference in moving the teams forward whilst employing a positive performance culture.

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.