Incident Management Specialist

Business Unit: Unsecured Lending  
Salary range: Up to £60,000 per annum
Location: UK Hybrid – Travel to Chester hub once a month
Contract type: Permanent 

Our Team

Working in the Unsecured Incident team is at the heart of the business, where we keep customers safe when things go wrong.  Our Unsecured Lending products are used by over 3 million, who use our products 24/7, everyday.  The Unsecured Incident team are responsible for overseeing the identification, management, and resolution of business incidents within our Unsecured Lending division. This role ensures minimal disruption to Credit Card and Personal Loan customers, by putting the customer at the heart of every issue from identification through to resolution.

What you’ll be doing

• Lead end-to-end incident management for critical business and operational disruptions affecting the Unsecured Lending business, across Credit Card and Unsecured Personal Loan products.
• Act as the primary escalation point for incidents, ensuring timely resolution and minimal customer impact.
• Ensure adherence to the incident response framework, escalating issues to executive leadership and regulators when necessary.
• Provide real-time communication to stakeholders, including root cause updates, impact assessments, and resolution timelines.
• Provide structured and timely updates to customers, ensuring contingency communications are deployed rapidly and adhere to minimum control standards. 
• Ensure that any required customer remediation resulting from incidents or operational issues are completed.
• Conduct post-incident reviews (PIRs) to identify root causes and prevent future occurrences.
• Ensure incident management processes comply with FCA, PRA, and Consumer Duty regulations.

We need you to have

• Proven experience in business incident management, preferably in a financial services or credit card environment.
• Strong understanding of UK regulatory frameworks (FCA, PRA, Consumer Duty) and their impact on incident response.
• Expertise in crisis management, root cause analysis, and risk assessment.
• Ability to work under pressure and lead rapid decision-making during high-impact incidents, and lead of team of Incident Specialists.
• Ability to problem solve and lead complex issue investigations. Experience in leading calls and driving resolution.
• Strong influencing skills; ability to challenge and justify decisions.

It’s a bonus if you have but not essential

• In depth understanding of Credit Card transaction lifecycle (auths, clearing, settlement), and Credit Card processing.
• Knowledge of payments networks, with MasterCard preferable.
• Knowledge of best practices for incident management.

Red Hot Rewards 

• 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.  
• Market-leading pension.  
• 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. 

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.  

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.  

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 creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.    

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK. 

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.