Business Unit: Fraud Service Delivery
Salary range: £26,400 - £33,000 per annum DOE + red-hot benefits
Location:  Remote - Work from anywhere within the UK with occasional travel required to a hub
Contract type: Permanent Full Time 

Be a change maker with more cha-ching. Live a life more Virgin.

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 things, and we have the roles to make that happen.

We’re looking for a driven and passionate Training Specialist within Fraud Operations to lead on a variety of development activities, with a focus on building capability of new joiners. The Graduation Bay program bridges the gap between training and BAU, improving agent confidence and achieving measurable performance outcomes. It is part of the onboarding journey for new agents and is crucial in ensuring that colleagues possess the necessary skills to protect the Bank and its customers. It is five weeks long, and encompasses a buddying system, real time SME assistance, QC accreditation and daily feedback loops, allowing new joiners to get the support they need to become fraud experts.

What you’ll be doing

• Guide and coach colleagues involved in service interactions, ensuring they meet our conduct responsibilities, while providing excellent customer experience and fair customer outcomes.
• Implement a learning cycle of analysis, design, delivery and evaluation to ensure training is providing the right customer outcomes.
• Consult, design and deliver learning for performance improvement solutions to address gaps in colleagues' knowledge and skills.
• Introduce exciting ways of learning to enhance colleague experience and achieve a forward-thinking culture.
• Engage with stakeholders at various levels as well as subject matter experts across the business.
• Using extensive fraud knowledge to provide coaching and feedback to first line agents.
• Keeping abreast of updates in fraud and regulatory landscapes to maintain training material to reflect the needs of our customers and the Bank.

We need you to have

• Proven background and experience in a learning and development role within Retail Banking and Fraud Operations. 
• Experience in creating insightful and interesting training solutions using a variety of methods and tools within Retail Banking - Fraud Operations.
• In depth knowledge of fraud typologies within a retail banking environment and an understanding of customer journeys, processes and support functions.
• Understanding of the regulatory environment in which Fraud Operations operates and our external obligations.
• Experience in delivering highly effective training both in virtual and in-person environments.
• Ability to assess the impact change has on learning and development.
• Strong verbal and written communication skills with the ability to interact with senior stakeholders.
• Full working knowledge of the training cycle

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.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with.  We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we're able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  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

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'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.