Overview
Business Unit: Financial Care Operations
Salary Range: £23,500 - £27,000 per annum DOE + benefits
Location: UK Hybrid with occasional travel to hub - Glasgow / Leeds
Contract: Permanent
Our team are recruiting into our Small Business Financial Care Team (SBFCT) to deliver a top-class level of service to our customers. We are looking for a Customer Support Associate to provide fantastic customer service and support customers in managing their financial situations, ensuring they have the right solution to suit their needs.
We are seeking a self-motivated, passionate and empathetic individual who is ready to make a real difference.
Responsibilities
* Play a key part within the SBFCT Administration Team, providing an excellent customer experience.
* Support the management of workflow mailboxes, ensuring all queries and instructions are responded to accurately and promptly.
* Assist Relationship Managers with administration and follow-up activities.
* Talk with customers to understand their circumstances and, where appropriate, provide support to those who are vulnerable or in financial difficulty.
* Help with activities to efficiently pass customer details to collections partners and work with collection partners to resolve queries and escalations.
* Liaise with the wider SBFCT to ensure customers are fully supported and receive service based on best practice.
* Work within the appropriate regulatory frameworks as this is a regulated organisation.
* Be flexible and willing to get involved in other areas of the department where the customer needs us.
What we need you to have
* A proven track record of providing strong customer service experiences that exceed expectations.
* Previous experience supporting customers in or approaching financial difficulty.
* Experience of business banking, including good knowledge of our business products & services.
* Excellent and accurate verbal and written communication skills with the ability to influence at all levels.
* A passion for detail, accuracy, and creativity; able to channel energy and ideas into innovative solutions.
* Effective communication and rapport-building skills to support the team and our customers.
Desirable (but not essential)
* Previous experience using key systems such as the Business Lending Platform & Debt Manager.
Benefits
* Generous holidays - 38.5 days annual leave (including bank holidays) with 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 including Cycle to Work, wellness and health assessments, and critical illness.
Notes
There’s no waiting around—these benefits are available from day one. If we receive a high volume of applications, we may close the advert early.
About Virgin Money
Virgin Money is more than a bank. As part of the Nationwide group, we are the UK’s first full-service mutual bank serving millions of customers, driven by our purpose: Banking but fairer, more rewarding and for the good of society. You’ll be part of a collaborative, customer-obsessed, and inclusive culture where you can make a meaningful difference.
We celebrate everyone and are committed to inclusion. If you need reasonable adjustments or support making your application, contact our Talent Acquisition team at careers@virginmoney.com.
As a Disability Confident Leader, we are committed to removing obstacles to inclusion.
Please note: If we receive high volumes of eligible applications, we may prioritise candidates whose skills and experience most closely align with the role while ensuring fair consideration for all applicants.
Legal & Application Details
Right to work in the UK is required. If successful, pre-employment checks include credit and criminal record checks and three years of references. Senior Manager Regime and Certification Regime roles may require enhanced checks and six years of regulatory references.
Advertised: 09 Sep 2025 GMT Daylight Time
Applications close: 21 Sep 2025 GMT Daylight Time
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