Business Unit:  Risk Operations  
Career Direction: Enabling Our Business
Role Focus: People  Peer Group: Team Leader and Analyst (B)
Salary range: £26,400 - £39,600
Location:  Hybrid UK with travel to office or Hub across sites Glasgow, Leeds, and Gosforth
Contract type:  Permanent 

Our Team  

Risk Operations brings together operational areas who delightfully support customers in their moment of need. This could range from a bereavement in the family to customers in financial difficulty to fraudulent activity. The performance coach role is critical in supporting the FCT department by analysing trends, identifying opportunities and creating coaching methods to support, nurture and develop our people in delivering the right outcomes for our customers.

Customer experience is at the heart of everything that Risk Operations do, and we are continually looking for ways to improve this experience through Continuous improvements and customer journeys. 

What you'll be doing

• Develop and implement coaching strategies to improve employee performance through effective coaching models and techniques.
• Design and deliver practical solutions for performance improvement to address gaps in colleague’s knowledge and skills to enable them to meet and exceed their business & Team goals.
• Collaborate with the team managers and the QC team to identify and set specific achievable goals, breaking them into manageable steps and using framework such as SMART goals.
• Embed the full learning cycle – following completion of training, support colleagues to reach their full potential.
• Complete analysis of performance data through key KPI metrics to identify areas of concern and drive improvement.
• Displaying exceptional communication skills
• Engage with stakeholders at both mid and senior level as well as subject matter experts across our business
• Continuing to keep up to date with industry developments, sharing wider as appropriate
• Being flexible to deliver what’s required to support the growth of our business

We need you to have

• Proven experience in a coaching role or similar in a banking or financial services
• Significant experience in Collections, VC treatments as well as knowledge and understanding of regulatory requirements and expectations. 
• Excellent analytical skills with the ability to turn insights into actionable improvements.
• Strong communication skills to be able to influence, coach, and engage at all levels.
• Ability to adapt and adjust established coaching and development techniques, based on individual needs.
• Understand data and KPI to help quantify goals and measure success.

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 

We’re in the process of bringing Virgin Money and Nationwide together which, subject to Court approval, will happen on 2 April 2026. You can find out more about what this means at https://uk.virginmoney.com/nationwide-transfer. If you’re successful in securing a role with us, your employment will move automatically to Nationwide when this transfer goes ahead.

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.