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Customer Support Associate

Apply now Job no: 066755
Work type: Permanent Full Time
Location: Remote - work from anywhere within the UK
Categories: Customer Service

Business Unit: Customer Support
Salary: up to £18,525 - £24,000 DOE
Location: Remote – work from anywhere within the UK
Contract Type: Permanent   

We’ve made good progress on our transformation into a digital bank. From launching new digital propositions for customers to embedding our new colleague proposition - A Life More Virgin, together we’re creating something unique in UK banking. If we are to grow as a digital-first bank, we need to accelerate our digital agenda so it’s a very exciting time to be joining us.

We are looking to boost our Financial Care team so that our customers get the top class level of service they deserve and expect as part of being a valued Virgin Money customer.

Looking after our customers is a key priority for us so when the moment comes to support our customers in their hour of need we need a special type of super hero also known as a Credit Services Associate to deliver a fantastic level of customer services.

Unfortunately, we do have customers who do experience bumps in the road making managing their finances a difficult and at times stressful experience.  Supporting them through this is a key part of the role. That is why we’re seeking passionate, empathetic individuals who are willing to do whatever it takes to make our customers Happier about Money.

Here’s what it means for YOU:

  • 38.5 days annual leave for all colleagues (including bank holidays and pro rata if part-time)​
  • Five extra paid well-being days per year​
  • A 35 hour working week
  • 20 weeks paid, gender neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
  • Market leading Pension & Private Medical Insurance
  • Flexible benefits including Cycle to Work, Wellness & Health Assessments and Critical Illness
  • Ability to work anywhere in the UK​ (where the role allows)

And, you get these Red Hot Rewards from day one!

Day to day:

  • You’ll play a key part within our operation and seek to deliver valuable service to make our customers love us even more.
  • You’ll engage with customers, understand their circumstances and as appropriate provide support to those that are either vulnerable or in financial difficulty.
  • Your ability to be insatiably curious will obtain the best possible solution for the customer and the company will come into play.
  • Apply your knowledge of root cause and contextualising customer circumstances in order to deliver the best solutions.
  • You’ll liaise with third parties to ensure that our customers are fully supported and receive a service based on best practice.
  • You’ll be asked to summarise key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.

To be successful you’ll need to bring:

  • 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.

We’d love you to have:

  • Experience of working within a collections, debt management or Credit Services operation – would be great but not essential.

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

Now the legal bit…
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it) but we will need to you to confirm you have the Right to Work in the UK.

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.

Advertised: GMT Daylight Time
Applications close: GMT Daylight Time

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