Business Unit: Customer Support
Salary range: £24,000 - £30,000 per annum DOE + benefits 
Location:  UK Hybrid – Glasgow/ Gosforth

Our Team

Join our Service Delivery & Assurance Team as a Root Cause Analyst – focusing on the underlying causes of customer complaints relating to Collections, Bereavements, Power of Attorney and Specialist Support journeys. Finding common areas for improvement across complaints, QC and EOT findings. If you are self-motivated, enthusiastic, and ready to make a real difference to a new and exciting team then we are looking for you!

As a team we are responsible for supporting Customer Support Operations and Financial Care and Collections analyse data and identify the right actions that will improve customer service and protect outcomes, contributing to a culture of continuous improvement.

What you’ll be doing

• Providing timely, accurate and insightful analysis and MI. Improving customer outcomes by identifying key drivers of complaints, understanding the relevant processes and inputting into solutions.
• Drawing on a technical background and understanding of advanced techniques (predictive modelling / analytical deep dives) to support and develop insights, recommendations and efficient solutions to improve performance, customer experience, colleague effectiveness and reduce costs.
• Collaborating and communicating effectively with key stakeholders to ensure complaints analysis is used in the most effective ways.
• Reporting & Communication Produce clear, concise Complaint RCA reports with actionable insights and recommendations.
• Present findings to local governance forums, senior stakeholders, and other relevant committees.
• Ensure RCA outputs are documented and stored in line with internal standards.
• Work with Operations to define and track remediation plans or corrective action and report through to governance forums

We need you to have

• Proven experience working within customer journeys such as Collections, Bereavements, Complaints, Power of Attorney or Specialist Support either within a financial services environment
• A track record of using analytical skills to review data and produce clear, meaningful insight supported by experience using Excel. PowerPoint, Power BI or similar tools.
• Demonstrated problem solving ability , with experience interpreting information, identifying key issues and delivering high quality outcomes.
• Experience working to tight timescales, compiling and presenting insight in a clear, engaging way across multiple channels and to a range of audiences.
• Strong working knowledge of reporting techniques and processes, with experience producing accurate, reliable outputs

It’s a bonus if you have but not essential

• Experience or understanding of complaints root cause.

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.