Business Unit: Customer Service & Operations
Salary range: £32,800 - £41,000 per annum
Contract type: Permanent
Location: UK Hybrid - Leeds, Gosforth or Glasgow

Our team

The world is changing and so are we. That is why we are a home for the courageous. We reward those who push themselves, but we know you would do it anyway. You are naturally curious, ambitious, and brave. You want to do big things, and we have the roles to make that happen. We're looking for a professional and efficient individual to work closely with the teams across the Financial Care Team to ensure Customer First Behaviours are embedded and we work within the banks policies and procedures to keep us safe.

What you’ll be doing

• Leading the QA team in the absence of the Quality Manager, ensuring smooth operations and stakeholder engagement.
• Responsible for delivery of key tasks within the QA team to ensure the framework requirements remain operational and up to date, including, deliver training to Quality Checkers and QA colleagues, calibration sessions and QA oversight.
• Conducting quality and competence testing across Risk Operations, aligned to our framework, methodology, and regulatory expectations (including Consumer Duty and cross-cutting rules).
• Providing assurance over the fairness, appropriateness and quality of customer outcomes reached, ensuring testing and associated results are centrally and consistently recorded.
• Delivering timely feedback to relevant stakeholders within the business.
• Focusing on driving improvements in customer outcomes.
• Performing effective trend and root cause analysis to identify and highlight where good outcomes are achieved and where performance, procedural, and/or policy improvement areas lie.
• Identifying improvement areas, engaging with the Operational Teams / owners themselves, to drive them forward and enhance the customer experience.
• Assisting the Quality & Competence Manager with the ongoing development of the framework and methodology to ensure it remains dynamic in approach and fit for purpose.

We need you to have

• Quality Assurance expertise with the proven ability to assess customer interactions, case handling and operational processes.
• Demonstrable knowledge of the Financial Care Team’s processes and procedures.
• Strong communication skills with the ability to engage others, creating a positive and engaged environment.
• Coaching and mentoring skills with the ability to provide constructive feedback to frontline colleagues and team leaders.
• Strong Customer focused culture, with a balanced approach to customer outcomes, conduct and operational challenges.
• An ability to challenge approach in a constructive manner, with a focus on providing solutions not problems.
• Skilled in root cause analysis and translating findings into actionable recommendations. 

It’s a bonus if you have but not essential

• Knowledge and understanding of FCA regulatory requirements with regards to customer outcomes and the fair treatment of customers.
• Experience in customer outcomes/assurance testing in a similar role, preferably in financial services, banking or other relevant industry. 
• Utilising MI/ Analytical reporting tools.

Red Hot Rewards  

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year

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.