Business Unit: Customer Service & Operations
Location: UK Hybrid Glasgow/ Gosforth
Our Team Our Complaints function are the voice of our customers and take ownership of complaints that require further investigation. Investigating complaints to ensure we come to a good outcome for our customers when they feel something isn’t right.
Communicate empathetically and clearly with customers by telephone (inbound or outbound calls) and in writing.
Work closely with internal departments to gather information to facilitate effective resolutions whilst developing your own knowledge of our products and services.
Continuously looking to serve our customers better by identifying trends and acting boldly on feedback.
Making evidence-based decisions when considering the nature and outcome of each complaint to ensure its suitable for the individual situation.
Previous customer service experience gained within financial services / regulated environment.
A genuine passion for helping customers and a desire to exceed expectations.
A track record of engaging with customers by phone to manage challenging queries or complaints.
Experience of responding to customers in writing - creating clear, concise communications.
Insatiable curiosity to help think creatively and search for the best solutions for our customers.
It’s a bonus if you have but not essential
~ Supported customers who are experiencing financial hardship.
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.