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Customer Support Associate

Apply now Job no: 688875
Work type: Permanent Full Time
Location: England - Newcastle, England - North East
Categories: Customer Service, Call Centre

Job Title: Credit Support Associates
Business Unit: Customer Services, Operations
Location: Gosforth, Newcastle Upon Tyne
Salary: From £18,135 DOE
Contract Type: Permanent

We’re at our best when we have something to drive us forward, a belief that underlines who we are and what we do. Our Purpose. We want to make people happier about money – and that idea starts with every single one of us here at Virgin Money. Feeling Insatiably Curious about your next adventure? You might have just found it.

As the entire country, and indeed the world, continues to respond to the impact of COVID-19, we’re doing everything we can to ensure Virgin Money plays it’s part and looking after our customers is a key priority for us.  During these unprecedented times, we know some of our customers will be worrying about their finances so we’re looking for Customer Support Associates to bolster our existing team to ensure we can meet their needs.  We’re seeking passionate, empathetic individuals to provide a first class service and willing to do whatever it takes to make our customers Happier about Money.

The successful candidate will be naturally curious, and willing to go the extra mile to provide our customers with the support they need.  You’ll provide a red hot service whilst helping customers to manage their financial situation to make memorable customer experiences; and taking the time to make sure our customers have the right solution to suit their needs. You can expect customers to be worried about their hard earned cash so you’ll need to be a good listener, have patience and be supportive. We need someone who can really get the basics right, focus on the detail and work to a high degree of accuracy.

What you’ll be doing

  • Contacting our customers to discuss their financial situation.
  • Providing an excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
  • Providing help, guidance and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams.
  • Where necessary working to defined processes managing cases through the courts to recover monies owed.
  • Supporting customers who require additional support through their most difficult times, e.g. advising the loss of a loved one, experiencing health issues, undergoing other life changing events.
  • Working as part of a large and diverse team in a modern and comfortable office where everyone works together to achieve an excellent customer experience.
  • As we're a regulated organisation, we need you to work within the appropriate regulatory frameworks we follow.
  • Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us.

We need you to have

  • A caring, positive attitude with a genuine desire to exceed our customers’ expectations.
  • Excellent communication and listening skills with the ability to empathise and deliver a heartfelt service.
  • The ability to be insatiably curious, asking questions and negotiating to deliver the best solution.
  • A passion for delivering exceptional customer service.
  • Previous face to face or telephone based customer experience.

It’s a bonus if you have (but not essential)

  • Experience of working within a collections, debt management or Credit Services operation.
  • Experience of working within the Mortgage industry or had experience of dealing with secured lending.

We really need you to have the skills and experience listed in the 'we need you to have' section above, but the rest is just our wish list, so please don’t let that put you off applying, we’d love to hear from you!

RED HOT Rewards

  • A generous holiday package and the option to buy more!
  • Private Medical Insurance - with the option to extend to family members.
  • Pension!  A market leading pension – we’ll top up your contributions too.
  • Flexible benefits – customise your rewards to work for you!

Inclusion at Virgin Money

Inclusion is at the heart of everything we do here at Virgin Money. It’s good for you, it’s good for us and it’s amazing for our customers. We know that great minds don’t think alike, so we rely on your diverse thoughts, feelings, beliefs and backgrounds to be the best we can possibly be. Got any questions about this or need some support with your application? We’d love to hear from you so get in touch with our friendly team at or

Now the legal bit…

If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing 3 years' worth of satisfactory references.

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Applications close: GMT Daylight Time

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