Business Unit / Team: Stores Network
Salary range: £22,000 - £27,600 per annum DOE + red-hot benefits
Contract Type: Permanent - Full & Part Time hours considered
Live for the weekday. Live a life more Virgin.
Our Team
We’re looking for an amazing individual to join our Customer Care Team, where you’ll support our customers with their everyday banking needs and make a real difference to our vulnerable customers and the experience they receive.
As a Customer Care Advisor, you’ll specialise in supporting our customers who are impacted by digital change and need some extra TLC. If you are self-motivated, enthusiastic, and ready to make a real difference within a supportive, friendly team then we are looking for you!
Are you somebody who wants to make a difference every day? You love to listen to people, have an ability to read between the lines, and love to be able to help? Sound familiar? Then this opportunity is for you!
What you will be doing….
• Work within the team to provide additional support to identified customers who are impacted by changes to our services
• Engage with customers via outbound and inbound calls, to understand their circumstances and as appropriate provide support
• Finding the best possible solution for the customer
• Use your questioning and listening skills to find out about the customer and summarise the situation, keeping to our defined processes as you go. You’ll ensure that our vulnerable customer records are up to date and accurate
We need you to have...
• A caring, positive attitude with a genuine desire to exceed our customers’ expectations
• Excellent communication and listening skills with the ability to empathise and deliver a heartfelt service.
• The desire to speak with and actively assist customers
• Be insatiably curious, asking questions and negotiating to deliver the best solution
• A passion for delivering exceptional customer service
It’s a bonus if you have, but not essential…
• Experience of working within a frontline role
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 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.
