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Apply now Job no: 108309
Work type: Permanent Full Time
Location: Newcastle, Gosforth Centre, Head Office - Glasgow, Head Office - Newcastle, Hybrid
Categories: Customer Relationships, Customer Service, Customer Support
Business Unit: Customer Service and Operations - Complaints function
Salary range: up to circa £48,000 per annum DOE + benefits
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.
* 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.
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 at careers@virginmoney.com.
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.
Advertised: 31 Oct 2025 GMT Standard Time
Applications close: 07 Nov 2025 GMT Standard Time
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