Business Unit: Customer Support
Location: Hybrid with travel to a local hub – Glasgow, Gosforth or Leeds
Contract Type: Permanent, Full Time
Our Financial Care team brings together operational areas who provide support customers who are experiencing financial difficulty and struggling with their Mortgage payments. This role is critical not only supporting colleagues but also responding to emerging risks which the nature of the work brings with it. Customer experience is at the heart of everything that the Financial Care team do, and we’re continually looking for ways to improve this experience through continuous improvements and customer journeys.
Ensuring the delivery of quality is embedded within work in line with policy and regulatory requirements, helping to ensure key controls are maintained.
• Analysing demand data to understand type, frequency and variation in demand and using it to eliminate waste and drive future improvements.
• Supporting a team culture that gives optimal service and helps build customer loyalty / advocacy.
• Be a point of escalation to deal with any issues or complaints, using root cause analysis and team-based problem solving to arrive at solutions and improved ways of working.
• Coaching and developing your team to drive forward our operational excellence agenda.
Extensive knowledge of hVM processes and systems, including late-stage arrears activities and a clear understanding of the legal process undertaken
• Supporting customers who are extremely vulnerable due to their financial circumstances
• Track record of helping to successfully deliver significant change
• Training and coaching at operational level
• Practical knowledge Policy and the regulatory environment as applicable to Financial Services regulatory SLA’s
• Experience of coaching colleagues to a high standard of quality
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.
Please ensure to submit your applications as soon as possible. Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.
Banking – but fairer, more rewarding, and for the good of society . 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.Now the legal bit
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.