Customer Support Associate

Description:

Virgin Money is seeking passionate and empathetic Customer Support Associates to join its Financial Care team. This role is ideal for individuals who are dedicated to delivering exceptional service and supporting customers facing financial difficulties or requiring additional assistance.

As a Customer Support Associate, you will be part of a frontline telephony team responsible for both inbound and outbound calls, working with customers to assess their circumstances and identify sustainable, affordable solutions. You will provide tailored support, liaise with third parties when required, and ensure all interactions align with regulatory frameworks.

Virgin Money is looking for individuals who are self-motivated, customer-obsessed, and able to create memorable customer experiences while upholding the bank’s values of fairness, inclusion, and societal impact.

Key Responsibilities:

• Handle inbound and outbound calls to support customers in financial difficulty or requiring additional support

• Provide tailored financial care solutions in compliance with regulations

• Engage empathetically with customers, analysing their circumstances to recommend suitable outcomes

• Liaise with third parties to ensure best-practice customer care

• Contribute to departmental needs with flexibility and team spirit

Benefits (Red Hot Rewards):

• Generous holidays: 38.5 days annual leave (including bank holidays) with the option to buy more

• Well-being days: Up to five extra paid days per year

• Family leave: 20 weeks paid, gender-neutral family leave (52 weeks total)

• Market-leading pension scheme

• Free private medical cover, income protection, and life assurance

• Flexible benefits including Cycle to Work, wellness and health assessments, and critical illness cover

About Virgin Money:

Virgin Money, now part of the Nationwide group, is the UK’s first full-service mutual bank serving millions of retail and business customers. Driven by its purpose of making banking fairer, more rewarding, and for the good of society, Virgin Money offers a collaborative, fun, and inclusive work environment with opportunities to make a positive impact.