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Business Unit: COO, Customer Support
🤑: £23,500 - £27,000 per annum DOE + benefits
📍: UK Hybrid with occasional travel to Gosforth/ Leeds / Glasgow
Our Team❤️
We are recruiting into our Financial Care team to give our customers the top-class level of service they deserve and expect as part of being a valued Virgin Money customer. Looking after our customers is a key priority for us so when the moment comes to support our customers in their hour of need, we are looking for Customer Support Associate's to deliver a fantastic level of customer services.
We are looking for people who are passionate about providing really great service and support, while helping customers to manage their financial situation to make memorable customer experiences; and taking the time to make sure our customers have the right solution to suit their needs. We're looking for self-motivated passionate and empathetic individuals, who are ready to make a real difference to a successful and expanding telephony team.
What you’ll be doing😎
- You’ll play a key part within our frontline telephony team, providing an excellent customer experience; whilst attempting to achieve a sustainable and affordable solution for the customer.
- Taking inbound and making outbound calls to support our customers who require additional support through difficult times.
- Talking with customers to understand their circumstances and as appropriate provide support to those that are either vulnerable, in or approaching financial difficulty.
- Your ability to be insatiably curious will obtain the best possible solution for the customer and the company will come into play.
- You’ll liaise with third parties to ensure that our customers are fully supported and receive a service based on best practice.
- As we're a regulated organisation, we need you to work within the appropriate regulatory frameworks.
- Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us.
We need you to have🌟
- Previous telephone experience dealing with customers.
- Experience in the financial services sector and / or banking industry.
- Experience in collections or providing financial assistance support to customer or equivalent customer service support.
- Excellent communication skills to exceed our customers’ expectations and deliver exceptional service.
- The ability to listen, analyse and problem solve to get the right outcome for our customer and be confident in decision making.
- Ability to work in a remote and a team environment and continue to stay motivated.
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.
Applications Close: 10 Aug 2025 (11.55pm BST)
