Business Unit: Customer Transformation & Operations
Salary range: £22,000 - £24,500 annum DOE + red-hot benefits
Location: UK remote with occasional travel to a HUB Leeds, Gosforth, Glasgow
Contract Type: Permanent
Live to challenge the status quo. Live a life more Virgin.
We've an amazing role available for a Customer Support Associate to join our customer Specialist Support Team. You'll be working closely with internal arears such as stores, contact centres and external third-party charities to provide support to the banks vulnerable customers who are unable to manage their finances due to their vulnerability.
What you'll be doing...
- Understanding and meeting the needs of customers, including vulnerable customers, Identifying appropriate solutions and support
- Liaising with the stores and other areas of the bank as well as customers and third parties, such as solicitors and debt charities.
- Identifying appropriate solutions even where outside own capability to agree and referring as necessary
- Share knowledge, best practice and supporting others to achieve common goals
- Work effectively, respectfully and collaboratively with colleagues - share knowledge, best practice and supporting others to achieve common goals
- Contribute to a good working relationship across the team and wider Bank
We need you to have...
- Proven track record of assisting vulnerable customers by asking questions and providing support.• Excellent communication and listening skills
- The ability to empathise and understand customer situations
- Strong Face to face or telephony-based experience in a customer services or support role
- Excellent PC skills including the use of Microsoft packages
- Flexible approach to suit the needs of customers
- Genuine enthusiasm to work with your team to achieve collective goals in a timely way
- Familiar with the need for performance orientation and customer focus
- Practical understanding of policy and regulatory requirements
- Good organisation skills and being a self motivator
- Experience in financial services
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, and 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 deliver on our purpose, ‘Making You Happier About Money.' This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. 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
It's important to note that there may be occasions where it's not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.
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.