Complaint Handler

Business Unit: Customer Service & Operations 
Salary range: £23,600 - £29,500 per annum  per annum DOE + benefits 
Location: UK Hybrid Glasgow/ Gosforth

Our Team

Our Complaints function are the voice of our customers and take ownership of complaints that require further investigation.  We’ve a critical role in delivering on our purpose of Making You Happier About Money and when things don’t quite go right, we’re on hand to turn problems into solutions and issues into positive experiences.  Investigation is our forte – we listen closely, think critically and act with empathy to deliver the best possible outcomes to our customers. 

What you’ll be doing

• Managing your cases and be a primary point of contact for our customers from classification to ultimate resolution
• Investigating complaints to ensure we come to a good outcome for our customers when they feel something isn’t right.
• Communicate empathetically and clearly with customers by telephone (inbound or outbound calls) and in writing.
• Work closely with internal departments to gather information to facilitate effective resolutions whilst developing your own knowledge of our products and services.
• Continuously looking to serve our customers better by identifying trends and acting boldly on feedback.
• Making evidence-based decisions when considering the nature and outcome of each complaint to ensure its suitable for the individual situation.
• You’ll be an advocate for Virgin Money and will deal with a whole host of enquiries, which means that solving problems and finding solutions will be your goal.

We need you to have

• Previous customer service experience gained within financial services / regulated environment.
• A genuine passion for helping customers and a desire to exceed expectations.
• A track record of engaging with customers by phone to manage challenging queries or complaints.
• Experience of responding to customers in writing - creating clear, concise communications.
• Insatiable curiosity to help think creatively and search for the best solutions for our customers.
• Superb organisational skills and the ability to spin lots of plates as you manage your own diary and caseload.

It’s a bonus if you have but not essential

• Supported customers who are experiencing financial hardship.

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.