Business Unit: Customer Experience
Salary range: £22,000 - £24,500 per annum DOE + red-hot benefits
Contract Type: 14 hours per week
Location: Remote - work from anywhere within the UK
Your next adventure starts here. Live a life more Virgin.
In a time of uncertainty one thing is for certain - the significance of our purpose grows. Here at Virgin Money, we are working tirelessly to Make People Happier about Money. Not an easy feat when faced with a changing economy, but one that is guided by our strong values and brilliant colleagues. Supporting our customers with first class service is what we do best, and we're looking for passionate, empathetic people to join us as we continue to deliver this.
Our Specialist Support Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them you'll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You'll be primarily helping customers who have been a victim of fraud, which means there'll be some tough conversations - but your resilience and ability to empathise will be encouragement to those who need it most.
Despite the challenges you'll face there'll be opportunities to make memorable experiences for customers - something that our team are extremely passionate about and an extremely rewarding part of the role. You'll need to be a great listener, have patience, and demonstrate a caring manner. It's vital you can get the basics right, focus on the detail and work to a high degree of accuracy. You'll be an ambassador for Virgin Money - balancing the need to follow policy with our desire to provide unrivalled customer service.
What you'll be doing
- You'll play a key part within our operation and seek to deliver valuable service to make our customers love us even more.
- Flexibility to work within the operating hour of 8:00am to 7:30pm Monday to Friday, Saturday 9:00am to 5:00pm.
- Providing an excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
- Providing help, guidance, and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams
- You'll need to demonstrate a significant degree of insatiably curiosity to obtain the best possible solution for the customer and the company.
- You'll liaise with third parties to ensure that our customers are fully supported and receive a service based on best practice.
- You will be asked to summarise key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.
- You will not be afraid to challenge the ‘rules' in favour of achieving a good outcome for the customer and company.
- As we are a regulated organisation, we need you to work within the appropriate regulatory frameworks we follow.
- You will be emotionally resilient, open, and honest when times get tough - because they will; and a real team player supporting your co-workers throughout the day.
We need you to have
- Extensive background in frontline customer-facing telephony positions
- Proven track record in working in a fast-paced environment
- Documented experience in effectively supporting vulnerable customers
- The ability to be insatiably curious, asking questions, challenging the norm, and negotiating to deliver the best solution
- Proficient communicator with a sincere approach to understanding customer needs and delivering heartfelt service
- A caring, positive attitude with a genuine passion for helping others to exceed our customers' expectations.
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
- Ability to work anywhere in the UK (where the role allows)
And there's no waiting around, you'll enjoy these benefits from day one.
Feeling insatiably curious about this role? Apply as soon as you can. 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 strive to create positive experiences for our millions of customers and our purpose, ‘Making You Happier About Money', underpins everything we do. We believe in doing banking differently, innovating and working together to 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
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