Specialist Support Associate in Stobcross (historical) - CV-Library

Business Unit:  Chief Operating Office, Customer Support
Career Direction: Delighting Our Customers 
Role Focus:  Customer Support, Peer Group: Advisers and Associates (B)    
Salary range: £22,000 - £29,400 annum
Location:  UK remote with occasional travel to a local HUB Leeds, Gosforth, Glasgow.

Get out of your comfort zone. Live a life more Virgin

Our Team

An amazing opportunity has become available to join our specialist support team who are there to provide support to customers who have complex needs, this could be a serious mental health issue or multiple vulnerabilities who are unable to manage their day to day banking due to this. You’ll be working closely with internal arears such as stores, contact centres and external third-party charities.

What you’ll be doing

Talking with customers to understand their circumstances and provide support

Listening, understanding and meeting the needs of customers, including vulnerable customers and finding appropriate solutions.

Liaising with the stores and other areas of the bank as well as customers and third parties, such as solicitors and debt charities.

Going the extra mile to provide an excellent heart felt service.

Sharing knowledge, best practices and supporting others to achieve common goals

Work effectively, respectfully and collaboratively with colleagues

Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us.

We need you to have

A proven track record of assisting vulnerable customers by asking questions and providing the necessary support.

Demonstrable excellent communication and listening skills & a natural ability to empathise and understand customer situations.

Practical understanding of policy and regulatory requirements.

Strong customer service experience gained in a face to face or telephony-based background within a customer services or support role.

Excellent PC skills including the use of Microsoft packages.

A flexible approach to suit the needs of customers.

Genuine enthusiasm to work with your team to achieve collective goals in a timely way.

Good organisation skills and a self-motivator.

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  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’ll interview candidates with a disability who meet the minimum requirements for the role, where volumes allow us to do so. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team

Points to Note:  It’s a good idea to let your current people leader know if you are going to apply for an internal role, so they can support your application, we always recommend you share your plans with them.
If you’re interested in this opportunity, we recommend that you get in touch with Lauren Cumper, (email address removed) who’ll be able to tell you all about the role which will help you make a great application.

Now the legal bit

Please note that some of our legacy contracts are non-flexible therefore, if you move to a new role or make a change to your existing terms, you’ll move onto our standard flexible contract, 8am - 8pm.

If you successfully secure a new role, the salary and notice period you'll be offered will be in line with our and guidance. Not sure what this would mean for you, and want to know more? Contact Talent Acquisition, or feel free to start a conversation with  our new HR Virtual Agent on MS Teams to help with your questions