Mortgage Banking Associate

Business Unit: Customer Operations, Mortgage Operations

🤑: £23,500 - £25,000 per annum DOE + red-hot benefits

📍: UK Hybrid - Gosforth/ Glasgow Hubs

📑: Permanent

Our Team❤️

Telephony Banking Associate – Be the Voice of Virgin Money

Our Telephony Banking Associates are the heartbeat of our customer experience – the friendly voice on the other end of the line that makes all the difference. As the first point of contact for our customers calling in, you’ll play a vital role in delivering the exceptional service Virgin Money is known for.

We’re looking for people bursting with energy, passion, and a genuine desire to create magic moments over the phone. Whether it’s helping with everyday banking queries, offering guidance, or simply making someone’s day a little brighter, you’ll be there to ensure every call ends with a smile

What you’ll be doing🤩

• Handling inbound customer calls and chat service with warmth, professionalism, and a personal touch.
• Listening carefully to understand customer needs and providing clear, helpful solutions.
• Making every interaction count by delivering a service that exceeds expectations.
• Using your knowledge and tools to resolve queries efficiently and confidently.
• Bringing your personality to every call – we love a bit of fun while we work!

We need you to have🌟

• Proven experience working in a contact centre or customer service environment where you’ve delivered great outcomes for customers
• A strong track record of delivering excellent customer service, showing empathy, patience, and professionalism in every interaction.
• Experience building relationships with a variety of people, with the ability to adapt your communication style to suit different situations
• Evidence of working effectively as part of a team, supporting others
• Experience managing multiple tasks or systems in a fast-paced environment, showing strong organisation and time management skills.
• A history of quickly adapting to new tools, systems or processes, with a willingness to learn and improve.
• Demonstrated curiosity and initiative, such as asking the right questions, spotting opportunities to improve things, or going the extra mile to help a customer.

Shift Patterns

• Customer processing roles – Monday to Friday flexible between 8am-8pm
• Telephony based roles – Rotational shifts including some Saturday work

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🤝.