Customer Support Associate

1 Days Old

OverviewWe are recruiting into our Late-Stage Financial Care team to provide top-class service and support to our most vulnerable Virgin Money customers. Supporting customers experiencing severe financial difficulty is a key priority, and we need experienced and dedicated Late-Stage Mortgage Recoveries & Litigation Specialists to deliver a fantastic level of customer service.We are looking for people who are passionate about providing excellent service and support, who will use their expertise to help customers manage their financial situation and make memorable experiences, ensuring customers have the right solution to suit their complex needs. We’re seeking self-motivated, passionate and empathetic individuals who are ready to make a real difference in a growing Late-Stage team.Job details Job no: 699507 Work type: Permanent Full Time Location: Leeds City, Head Office - Glasgow, Head Office - Newcastle, Hybrid Salary range: £23,500 - £27,000 per annum DOE + benefits What you’ll be doing
Playing a key role within our frontline telephony team, providing excellent and empathetic support to customers experiencing severe financial difficulties. These may be facing or going through legal action. You’ll use your expertise to deliver sustainable and affordable solutions for the customer. Taking inbound and making outbound calls to support customers through difficult times, including discussions about the repossession of properties and referrals from Solicitors. Building a positive rapport to understand circumstances and, where appropriate, provide support to those who are vulnerable. When forbearance is required, you’ll use questioning skills to reach the best possible outcome. Reviewing and progressing cases through the Litigation journey to find the best outcome and minimise customer detriment. Liaising with third parties to ensure customers receive a service based on best practice. Working within regulatory frameworks as a regulated organisation. Being flexible in approach and willing to get involved in other areas of the department to support the customer.
We need you to have
A proven track record in telephone-based customer service, adept at handling queries and resolving issues responsibly. Strong customer service experience, specifically in Late-Stage Secured Collections. Ability to review information, problem solve, and make decisions to support customers. Previous experience in a litigation environment with knowledge of Litigation processes. Excellent communication and active listening skills with empathy and exceptional customer care. A demonstrable desire to support customers in severe financial difficulty.
Benefits
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. Additional information Virgin Money is part of the Nationwide group. We are committed to inclusion and disability confidence. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team at careers@virginmoney.com. Please note: If we receive a high volume of eligible applications, we may prioritise candidates whose skills and experience most closely align with the role, while ensuring fair consideration for all applicants. 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 an inclusive culture where colleagues feel safe and empowered to contribute, speak up and be heard. As a Disability Confident Leader, we’re committed to removing obstacles to inclusion. If you need adjustments or support making your application, contact our Talent Acquisition team at careers@virginmoney.com. Right to work and pre-employment checks Some roles allow base locations anywhere in the UK, but you must have the right to work in the UK. If you’re successful, checks will include credit and criminal record checks and up to three years of references. Some roles may require enhanced pre-employment checks and extended regulatory references. Advertised: 09 Sep 2025 GMT Daylight TimeApplications close: 16 Sep 2025 GMT Daylight Time #J-18808-Ljbffr
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Location:
North East, England, United Kingdom
Job Type:
PartTime

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