Business Unit: Customer Support
Salary range: £26,400 - £33,000 per annum DOE + benefits 
Location:  UK Hybrid – Leeds / Gosforth

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 big things, and we have the roles to make that happen. We're looking for a professional and efficient individuals to work closely with the teams across our Financial Care Team to ensure we are providing a superior customer service.

What you’ll be doing

• Responsible for undertaking quality and competence testing across Financial Care Team in line with the framework and methodology. Including Regulatory requirements, the Consumer Duty Principle, cross cutting rules and outcomes.
• Providing assurance over the fairness, appropriateness and quality of customer outcomes reached, ensuring testing and associated results are centrally and consistently recorded, with timely feedback provided to relevant stakeholders within the business.
• Focusing on driving improvements in customer outcomes.
• Responsible for performing effective trend and root cause analysis to identify and highlight where good outcomes are achieved and where performance, procedural, and/or policy improvement areas lie.
• Identifying improvement areas, engaging with the Operational Teams / owners themselves, to drive them forward and enhance the customer experience.
• Assisting the Quality & Compliance Manager with the ongoing development of the framework and methodology to ensure it remains dynamic in approach and fit for purpose.

We need you to have

• Proven experience in customer outcomes / assurance testing in a similar role, ideally within financial services, banking or another regulated industry.
• A track record of performing root cause analysis, identifying trends and issues, and ensuring effective remedial actions are delivered
• Experience communication and collaborating with stakeholder at all levels, with the ability to influence and build strong working relationships
• Experience providing constructive feedback and coaching to colleagues in relation to customer outcomes and service quality.
• Strong analytical skills with clear, concise written and verbal communication
• Knowledge of Financial Care teams processes and procedures.

It’s a bonus if you have but not essential

• Knowledge and understanding of FCA regulatory requirements with regards to customer outcomes and the fair treatment of customers.
• Utilising MI/ Analytical reporting tools.

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. 

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 
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.