Overview
We have an amazing opportunity for someone to join our Customer Care Team. Our Customer Care Team have a very important role; they support our vulnerable customers. As a Customer Care Advisor, you’ll support our customers with their everyday banking needs and make a real difference to our vulnerable customers and the experience they receive. Dealing with and supporting vulnerable customers is a rewarding role, that brings challenges, resilience and a sense of accomplishment in knowing you are helping others.
Are you somebody who wants to make a difference every day? You love to listen to people, have an ability to read between the lines, and love to be able to help? Sound familiar? Then this opportunity is for you!
What you will be doing
* Assist with our Vulnerable Customers by providing the relevant support they need while also recording any support needs to ensure we are mindful and aware of their needs moving forward.
* Work within the team to provide support to identified customers who are impacted by changes to our services who may need additional support.
* Engage with customers via outbound and inbound calls, to understand their circumstances and provide support
* Find the best possible solution for the customers.
* Use your questioning and listening skills to find out about the customer and summarise the situation, keeping to our defined processes as you go.
* Ensure that our vulnerable customer records are up to date and accurate.
* Thrive in a fast-paced role and contribute to the overall performance of the department as a keen team player.
* Build rapport and use your excellent communication skills to understand and help customers.
We need you to have
* Strong experience of working within a fast-paced telephony 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 caring, positive attitude with a genuine desire to exceed our customers’ expectations.
* A flexible and positive working approach to suit customer needs and business demands.
* Experience of using Microsoft Office applications.
* Deliver Exceptional Service; if customer service and doing the right thing are your passions, we want you on our team!
* Some financial services experience.
* Knowledge of banking products.
Hybrid Working
Enjoy the best of both worlds with our hybrid approach, combining office time in Newcastle (Gosforth) and Glasgow with generous home working options. We value our time together to solve problems, learn, and stay connected.
Training
Training will be conducted face to face in a hub (Glasgow/Gosforth) over a 3-week period.
Benefits
* 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.
Say hello to Virgin Money
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.
Be yourself at Virgin Money
At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.
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.com. If we receive a high volume of eligible applications, we may prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.
Legal and application information
Advertised: 11 Sep 2025 GMT Daylight Time
Applications close: 26 Sep 2025 GMT Daylight Time
Location: Head Office - Glasgow, Head Office - Newcastle, Hybrid
Work Type: Permanent Full Time
Role: Customer Care Adviser
Right to work: You must have the right to work in the UK.
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