Digital Experience Service Team Manager

Business Unit:  COO, Digital Experience Centre
Salary Range: £24,800 - £31,000 per annum DOE + red-hot benefits
Location:  UK Hybrid – Gosforth/ Glasgow

Live for the weekday. Live a life more Virgin.

Our Team

The Digital Experience Service Team Manager will be a key VM Brand Ambassador who is passionate about VM Values and Behaviours and Making Magic Happen. You’ll have the ability to successfully manage and enhance an accredited telephony fulfilment team to provide a wide variety of products and services to customers via voice and chat platforms.

You’ll be responsible for managing a team of Digital Experience Service Advisors that support customers with their banking needs.  In this role you’ll play a huge part in ensuring that our customers will leave their interactions with us with good customer outcomes and a Virgin experience that they can't wait to shout about.

The core role of our Leaders is to deliver the very best performance through their people by keeping our Purpose, Strategic Aims and Values & Behaviours at the heart of all they do whilst developing their team with stretching goals to build ambition.

What you’ll be doing

• Be responsible for identifying the training and coaching needs of your team
• Be insatiably curious about processes and policies – ensuring they are modified and improved to drive efficiencies and overall keeping the customer journey at heart.
• Have full responsibility for the performance, quality, service and efficiency of the wider team
• Have a hunger to achieve an incredibly high standard of service and outcomes for customers
• Quickly adapt to techniques and processes to adhere to accredited regulation
• Engage, inspire and motivate others as part of a winning team
• Succeed in a fast paced and changing environment

We need you to have

• Experience in delivering exceptional customer service, particularly to vulnerable customers
• Proven track record in leading, developing, mentoring or coaching colleagues to be their best
• Experience of working in a fast paced, dynamic, and changing environment to a high level 
• A drive to put the customer first and being able to tailor your communication style.
• The ability to communicate clearly with customers and colleagues. No jargon here.
• Excellent communication and listening skills; ability to listen, understand and respond professionally
• Working knowledge of Microsoft Office applications

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.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we’re a workforce to be reckoned with, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, ‘Making You Happier About Money.’ This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. 

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  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

It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. 

Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but 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.