Customer Experience Advisor

Business Unit:

COO, Digital Experience Centre

Salary range:

£23,500 - £25,000 per annum

Location:

UK Hybrid - Gosforth / Glasgow area with some remote working

Our Team

Are you ready to embark on an exciting journey with Virgin Money? As a Digital Service Advisor, you'll play a pivotal role in creating rewarding relationships with our customers over the phone. Your mission: to support our customers in accessing our innovative products, services, and digital solutions through inbound conversations. You'll be the friendly voice of Virgin Money, delivering heartfelt service every day.

What you'll be doing

1. Be the Voice of Virgin Money: Guide customers over the phone, offering extra help and sharing how they can use our digital solutions.
2. Empower Customers: Assist with navigating mobile and online banking, addressing queries, and helping customers manage their finances confidently.
3. Assist Vulnerable Customers: Identify and support vulnerable customers, recording support needs to ensure mindful service.
4. Deliver Exceptional Service: Provide excellent customer service and do the right thing.
5. Develop Skills: Have engaging inbound conversations and develop skills to meet customer needs.
6. Build Rapport: Use communication skills to understand and assist customers effectively.
7. Discover Solutions: Ask questions and explain products and services clearly.
8. Thrive in a Fast-Paced Role: Contribute to team performance and work collaboratively.

We need you to have

• Experience in a fast-paced, technology-led customer service environment.
• Excellent communication skills and decision-making in a contact centre setting.
• Experience supporting vulnerable customers.
• A caring, positive attitude and a desire to exceed customer expectations.
• Flexible, positive approach to work.
• Experience with Microsoft Office applications.

It's a bonus if you have but not essential

• Financial services experience.
• Knowledge of banking products.

Working Hours:

Rotational shifts including weekends (8am-8pm).

Hybrid Working:

Enjoy a mix of office work at Newcastle (Gosforth) and Glasgow with home working options. We value teamwork and connection.

Red Hot Rewards

• Generous holidays, including bank holidays and options to buy more.
• Up to five paid well-being days per year.
• 20 weeks paid gender-neutral family leave.
• Market-leading pension.
• Free private medical cover, protection, and life assurance.
• Flexible benefits: Cycle to Work, wellness assessments, critical illness.

Benefits start from day one.

About Virgin Money

Virgin Money is more than a bank. As part of the Nationwide group, we're the UK's first full-service mutual bank, driven by our purpose: Banking but fairer, more rewarding, and for the good of society. Join us to make a difference and enjoy a rewarding career.

Inclusivity and Support

We celebrate diversity, promote inclusion, and support colleagues with reasonable adjustments. Contact our Talent Acquisition team at careers@virginmoney for support.

Legal and Application Details

Applicants must have the right to work in the UK. Pre-employment checks include credit, criminal record, and references. Roles under certain regimes require additional checks. The application deadline is 31 October 2025. Early closing may occur if applications are high.