Business Unit:  Customer Support Operations – Bereavement Services Team
Salary range: £25,600 - £32,000
Location:  UK Hybrid with occasional travel to Hub

Our Team

Customer Support Operations brings together operational areas who delightfully support customers in their moment of needs. This could range from a bereavement in the family to customers in financial difficulty to registering a power of attorney. The Team Manager role is critical not only supporting colleagues but also responding to emerging risks which the nature of the work brings with it.  Customer experience is at the heart of everything that Customer Support Operations do, and we are continually looking for ways to improve this experience through Continuous improvements and customer journeys. 

What you’ll be doing

• Managing a team of up to 14 directs who will either deal with the closure of a deceased customers account, be accountable for registering an attorney on a donors account or support our most vulnerable customers in their time of need. All this will be done in an speaking empathetic and supportive manner.
• Ensuring the delivery of quality is embedded within work in line with policy and regulatory requirements, helping to ensure key controls are maintained.
• Leading and promoting a Continuous Improvement culture to increase operational effectiveness.
• Analysing demand data to understand type, frequency and variation in demand and using it to eliminate waste and drive future improvements.
• Understanding and meeting the needs of customers who are vulnerable and ensuring team focus is on the customer outcomes in all aspects.
• Supporting a team culture that gives optimal service and helps build customer loyalty / advocacy.
• Dealing with any issues or complaints, using root cause analysis and team-based problem solving to arrive at solutions and improved ways of working. 
• Leading and improving on the Continuous Improvement culture and support team members in owning local continuous improvement initiatives.
• Coaching and developing staff to drive forward our operational excellence agenda.

We need you to have 

• Proven experience in managing people and coaching both individuals and teams to consistently high standards
• A strong background in supporting customers in highly vulnerable situations 
• Demonstrable track record of delivering significant change and continuous improvement 
• Experience creating a forward - thinking, solution -orientated team environment 
• Empathetic leadership style with a compassionate approach to customer and colleagues interactions 
• Proactive thinking and advocate of Continuous Improvement best practice
• Practical knowledge of financial services regulations and compliance, including SLA's
• Experience of coaching colleagues to a high standard of quality

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’ll interview candidates with a disability who meet the minimum requirements for the role they applied to. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

Points to Note:  It’s a good idea to let your current people leader know if you are going to apply for an internal role, so they can support your application, we always recommend you share your plans with them.

If you’re interested in this opportunity, we recommend that you get in touch with Donna Barker who’ll be able to tell you all about the role which will help you make a great application.

Now the legal bit

Please note that some of our legacy contracts are non-flexible therefore, if you move to a new role or make a change to your existing terms, you’ll move onto our standard flexible contract, 8am - 8pm Monday to Saturday.

If you successfully secure a new role, the salary and notice period you'll be offered will be in line with our reward and policy guidance. Not sure what this would mean for you, and want to know more? Contact Talent Acquisition, careers@virginmoney.com or feel free to start a conversation with HaRi our new HR Virtual Agent on MS Teams to help with your questions.