Customer Support Associate

Business Unit: COO, Customer Support
Salary range: £23, 500 - £27,000 per annum DOE + benefits
Location: UK Hybrid with occasional travel to Glasgow, Gosforth or Leeds

Our team

We are recruiting into our Late-Stage Financial Care team to provide some of our most vulnerable customers the top-class level of service and support they deserve and expect as part of being a valued Virgin Money customer. Supporting customers who are experiencing severe financial difficulty is a key priority for us so when the moment comes to support them in their hour of need, 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 fantastic service and support, who will use their expertise to help customers manage their financial situation, making memorable customer experiences; and taking the time to make sure our customers have the right solution to suit their complex needs. We're looking for self-motivated passionate and empathetic individuals, who are ready to make a real difference to a successful and expanding Late-Stage team.

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 will potentially be facing or going through legal action. You’ll be required to use all your expertise and push boundaries to deliver sustainable and affordable solutions for the customer.
• Taking inbound and making outbound calls to support our customers who require additional support through difficult times, including discussing the repossession of properties and dealing with referrals from Solicitors for example.
• Talking with customers and building a positive rapport to understand their circumstances and as appropriate provide support to those that are vulnerable. Where forbearance is required, you’ll use your questioning skills to be able to reach the best possible outcome for them.
• Flex your ability to be insatiably curious will support the review and where applicable the progression of cases through the Litigation journey, searching for the best outcome to prevent customer detriment.
• Liaising with third parties to ensure that our customers are fully supported and receive a service based on best practice.
• As we're a regulated organisation, we need you to work within the appropriate regulatory frameworks.
• 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 in telephone-based customer service, adept at handling queries and resolving issues responsibly.
• Strong customer service experience, specifically in a Late-Stage Secured Collections.
• The proven ability to review information and problem solve, to make the right decision to support customers.
• Previous experience of working in a litigation environment, demonstrating excellent knowledge of Litigation processes.
• Outstanding communication and active listening capabilities, with the ability to empathise and deliver exceptional customer care.
• A demonstrable desire to support customers in severe financial difficulty.

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.