Digital Experience Service Team Manager

Business Unit: COO, Digital Experience Centre
Salary range: £25,600- £32,000 per annum  DOE + red-hot benefits
Location:  UK Hyrbid with occasional travel to hub – Glasgow /Gosforth

Be a change maker with more cha-ching. Live a life more Virgin.

Our Team

We have an amazing opportunity for someone to join our Digital Experience Centre as a Team Manager, where you and your team will primarily specialise in supporting our customers, with a specific focus on their digital journey. 

If you are self-motivated, enthusiastic, and ready to make a real difference within a busy team, then we are looking for you!

What you’ll be doing

• Leading, coaching and directing a diverse team of colleagues with a variety of skills and responsibilities
• Empowering colleagues to deliver a customer experience that is right first time, every time
• Embracing and encouraging our ‘Living A Life More Virgin’ principles
• Encouraging a positive and engaging work culture
• Supporting colleague wellbeing, ensuring adequate support is in place
• Monitoring colleague performance and customer outcomes, whilst determining ongoing colleague training requirements
• Supporting colleagues to achieve team goals, whilst also achieving personal ones
• Updating people leader tools and records, including Sharepoint, Our Performance & Core HR
• Leading and promoting a continuous improvement culture, to increase operational performance and effectiveness.
• Providing guidance and technical advice to team members

We need you to have

• Proven experience in demonstrating agility and adaptability to effectively motivate colleagues to excel in a fast-paced changing environment
• A strong track record of successfully engaging stakeholders at all levels across the organisation
• Strong communication and the ability to get the best from your team.
• A passion for providing exceptional customer outcomes through effective coaching and performance management.
• Skilled in leveraging tools and MI with keen attention to detail to identify opportunities and drive quality outcomes
• Demonstrated ability to thrive under pressure with a strong drive to achieve success
• Ability to work independently and to join and become part of a tight-knit team of people with a passion for delivering excellence.
• An ability to managing resources to meet our customer needs.
• People management and coaching experience delivery at a colleague level.

It's a bonus if you have but not essential

• Experiences of supporting the delivery of change.
• An understanding of how to apply the principles of Operations Excellence.

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.