Business Unit: Digital Experience Centre
Location: UK Hybrid - Gosforth / Glasgow area with some remote working.
Contract Type: Permanent Full Time, 35 Hours
As a Digital Service Advisor, you'll play a pivotal role in creating rewarding relationships with our customers over the phone. Your mission: to support our customers in accessing our innovative products, services, and digital solutions through inbound conversations. You'll be the friendly voice of Virgin Money, delivering heartfelt service every day.
Be the Voice of Virgin Money, Guide customers over the phone, offering extra help and sharing how they can use our digital solutions.
• Empower Customers, From navigating mobile and online banking to addressing everyday queries, you'll help customers feel confident in managing their finances.
• Assist our Vulnerable Customers By identifying customers who may be vulnerable, you’ll provide them with the relevant support and where necessary record any support needs to ensure we are mindful and aware of their needs moving forward.
• Deliver Exceptional Service, If customer service and doing the right thing are your passions, we want you on our team!
• Build Rapport, Use your excellent communication skills to understand and help customers.
• Discover Solutions, Ask the right questions to explain our products, services, and digital applications in a way customers understand.
• Thrive in a Fast-Paced Role, Contribute to the overall performance of the department as a keen team player.
Strong experience of working within a fast paced, technology-led customer service environment.
• Impeccable communication with experience of making in the moment decisions within a Contact Centre environment.
• Proven track record of assisting vulnerable customers by asking questions and providing support.
• A flexible and positive working approach to suit customer needs and business demands.
• Experience of using Microsoft office applications
Its a bonus if you have but not essential
• Some financial services experience
• Knowledge of banking products
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.
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.