Full time Customer Support Associate at Virgin Money
Job Description
Business Unit: Customer Transformations & Operations
Salary range: £20,000 – £23,200 per annum
Location: Within commuting distance to Gosforth (Newcastle) or Leeds hubs (expected into the Hub at least twice a month currently)
Your life more Virgin starts here
Virgin Money is all about disrupting the status quo, taking on the challenges of the future, and saying goodbye to boring banking. We’re on the lookout for like-minded individuals and innovators like you to help push us forward. We’re also transforming how we work to give our colleagues more choice, control and flexibility to live and work how they choose with A Life More Virgin.
Here’s what it means for YOU:
- 38.5 days annual leave for all colleagues (including bank holidays and pro rata if part-time)
- Up to five extra paid well-being days per year
- A 35-hour working week
- 20 weeks paid, gender neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
- Market leading Pension & Private Medical Insurance
- Flexible benefits including Cycle to Work, Wellness & Health Assessments and Critical Illness
- Ability to work anywhere in the UK (where the role allows)
And you get these Red-Hot Rewards from day one!
We are looking to boost our Financial Care team so that our customers get the top-class level of service they deserve and expect as part of being a valued Virgin Money customer. Looking after our customers is a key priority for us so when the moment comes to support our customers in their hour of need we need a special type of super hero also known as a Customer Support Associate to deliver a fantastic level of customer services.
Making our customers happier is at the heart of what we do, that means giving the same red-hot service we give to the first customer of our shift as we do the last. So, if you’re looking for a role where you log off bang on the dot this role probably isn’t for you. We need people who can flex around our customer’s needs! Unfortunately, we do have customers who do experience bumps in the road making managing their finances a difficult and at times stressful experience.
Supporting them through this is a key part of the role. That is why we’re seeking passionate, empathetic individuals who are willing to do whatever it takes to make our customers Happier about Money.
Day to day…
- You’ll play a key part within our operation and seek to deliver valuable service to make our customers love us even more.
- You’ll engage with customers, understand their circumstances and as appropriate provide support to those that are either vulnerable or in financial difficulty. Your ability to be insatiably curious will obtain the best possible solution for the customer and the company will come into play.
- Apply your knowledge of root cause and contextualising customer circumstances in order to deliver the best solutions.
- You’ll liaise with third parties to ensure that our customers are fully supported and receive a service based on best practice.
- You’ll be asked to summarise key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.
To be successful you’ll need to bring…
- A caring, positive attitude with a genuine desire to exceed our customers’ expectations
- Excellent communication and listening skills with the ability to empathise and deliver a heartfelt service
- The ability to be insatiably curious, asking questions and negotiating to deliver the best solution.
- A passion for delivering exceptional customer service
- Flexibility to be able to support our customers
We’d love you to have…
- Experience of working within a collections, debt management or Credit Services operation – would be great but not essential.
We really need you to have the skills and experience listed in the To be successful section above, but the rest is just our wish list, so don’t let that put you off applying, we’d love to hear from you!
Feeling insatiably curious about this role? Apply as soon as you can. If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.
We’re all about helping you Live A Life More Virgin, so happy to talk flexible working with you.
Inclusion at Virgin Money
Inclusion is at the heart of everything we do here at Virgin Money. It’s good for you, it’s good for us and it’s amazing for our customers. We know that great minds don’t think alike, so we rely on your diverse thoughts, feelings, beliefs and backgrounds to be the best we can possibly be. Got any questions about this or need some support with your application? We’d love to hear from you so get in touch with our careers team at [email protected].
Now the legal bit…
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it) but we’ll need to you to confirm you have the Right to Work in the UK.
If you’re successful securing a role with us, there are some checks you need to complete before starting. This includes a credit and criminal record check, as well 3 years’ worth of satisfactory references. If the role is part of the Senior Manager and Certification Regime, it requires enhanced pre-employment checks – we’ll ask for 6 years’ of regulatory references and once in role, you’ll be subject to periodic employment checks.
Location :Newcastle upon Tyne
Closing Date : 28 Jun 2023
HOW TO APPLY
Click Here to Submit your CV and Application on Company Website