Business Unit: Customer Service and Operations -Complaints function Salary range: up to circa £48,000 per annum DOE benefits Location: UK Hybrid- remote with option to work from Glasgow or Gosforth HUB Contract type : Permanent Our Team Our Complaints function is the voice of our customers and in our team our purpose is supporting our frontline colleagues which allows them to focus on our customers. This role brings clarity, control, and confidence to cost and FTE management across the Complaints department. By delivering insight and robust governance, we enable smarter decisions that help the Bank do the right thing for our customers. We’re not just about numbers — we’re about making a meaningful impact through financial transparency and operational excellence. What you’ll be doing Reporting directly to the Senior Manager -Governance & Support the purpose of this role is ensuring that the Complaints department costs and FTE are accurate & clear and adhere to agreed controls. Providing costs, FTE management & insights to inform and influence Senior Management strategy. You will provide accurate oversight and analysis of costs to Senior Management & Finance Partner. Ownership of month end finance processes including reconciliations and accruals, Purchase Order management and billing verification. Taking ownership of the recruitment approval process, managing all recruitment, new and backfill requests across the Complaints & Remediation teams (circa. 400 FTE) Providing concise reporting and key analysis: monthly results in comparison to budget/forecast and KPI’s, identification of headwinds and tailwinds to the budget. Leading the production of annual, quarterly and interim cost and budget plans for submission to Senior Management and Finance. Building and maintaining relationships with multiple stakeholders including Complaints LT, Finance Partner, HR Partner, Complaints Operation Managers, Legal, Procurement, wider Team colleagues. Providing SME financial support when required. Supplier Relationship Management for suppliers ensuring due diligence, collaborating with Procurement to manage new and amended contracts and suppliers. We need you to have Proven strong experience in financial management and cost control, forecasting and tracking within a banking or regulated environment. Hands on experience managing costs, FTE and supplier management Demonstrable ability to logically analyse and interpret data. A track record in producing and presenting variance analysis, forecasting, cost savings identification in written and verbal formats. Exceptional communication skills, with the ability to engage with various stakeholders to present insights and ideas to audiences at all levels of the organisation, including senior stakeholders. Excellent Microsoft skills, including Excel and PowerPoint. Expertise in managing, implementing and enforcing operational controls to mitigate risk, ensure regulatory compliance and maintain process integrity. It’s a bonus if you have but not essential Experience of P2P and the Bank’s procurement processes Awareness of the Bank’s complaints process Good knowledge of operation risk frameworks and internal controls. 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. If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible. 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. 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. 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 Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants. Now the legal bit Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK. If you're successful in securing a role with us, there are some checks you need to complete before starting. 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.