Business Unit: Customer Operations
Salary range: £26,400 - £33,000 per annum DOE + benefits 
Location:  UK Hybrid – Leeds or Gosforth – Regular travel required to both hubs  
Contract Type: Permanent

Our Collections and Recoveries team is investing in strategic improvements across the Collections operation from policy and processes through to risks and controls, quality assurance, training, communication, and management information.

These enhancements will ensure the operation is fit for purpose in the context of a continually evolving and complex regulatory landscape where customer circumstances require often tailored and sensitive solutions. Positive customer outcomes will continue to be at the heart of everything the function does with broader functional improvements driving a more engaging colleague experience across the front-line Collections operation.

We’re looking for individuals to join us to help deliver this exciting strategic initiative, working with colleagues across Virgin Money and Nationwide, to deliver improvements in the operation of the Collections and Recoveries function. 

What you’ll be doing

• Implementing the full learning cycle to our new starters in Collections and Recoveries – including completion of training needs analysis, design and delivery of training programmes, and evaluation of training effectiveness to ensure training is supporting the delivery of good customer outcomes.
• Acting as content expert, supporting the maintenance and creation of training materials, keeping them up to date to reflect the needs of our customers, business and regulatory requirements.
• Building relationships with key stakeholders across Collections and Recoveries to understand ongoing training requirements, along with engaging with subject matter experts (SMEs) to ensure that training materials remain up to date and relevant.
• Supporting the assessment of frontline colleagues as they transition from a training environment into their day-to-day roles. Monitoring role plays and live calls against a defined framework to assess quality and adherence to internal requirements.
• Identifying coaching and development needs, both for new and existing colleagues, creating coaching plans and learning journals to support performance improvement.
• Developing and delivering ongoing training and support to operational colleagues, in order to refresh, update and upskill.
• Performing regular and ad hoc reviews of training materials to ensure they remain fit for purpose, maintaining an accurate record of changes made and ensuring that all updated materials follow agreed approval and governance process.

We need you to have

• Training experience within an operational training environment.
• Experience of developing engaging and interactive training materials for both face-to-face and remote delivery, ideally in a regulated environment.
• Excellent working knowledge of financial services, with a strong focus on how to support customers experiencing financial difficulty, particularly those in vulnerable circumstances.
• Effective and assertive communication and coaching skills.
• Experience in performing objective quality or other assurance checks to assess colleague performance, along with delivering feedback on the findings.
• Exceptional presentation skills and good working knowledge of Microsoft Office tools.
• Ability to assess and balance customer needs with the needs of the business to achieve good customer outcomes.
• Excellent time management skills and the ability to make effective decisions when under pressure.
• Ability to work collaboratively across the business to improve customer experience and to design solutions that resolve issues.
• Personal resilience to work within a high-pressure environment.

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.