Senior Analyst (dialler)

Business Unit:  Customer Operations 
Salary range: £31,600 - £39,500 per annum
Location:  Hybrid with 1 day per week in Leeds or Gosforth
Contract type: Permanent

Our Collections and Recoveries team is investing in strategic improvements across the Collections operation. These enhancements will ensure the operation is fit for purpose in the context of a continually evolving and complex regulatory landscape where customer circumstances require often tailored and sensitive solutions. Positive customer outcomes will continue to be at the heart of everything the function does with broader functional improvements driving a more engaging colleague experience across the front-line Collections operation.

We’re looking for individuals to join us to help deliver this exciting strategic initiative, working with colleagues across Virgin Money and Nationwide, to deliver improvements in the operation of the Collections and Recoveries function. 

Collections Strategy are responsible for ensuring we effectively manage customers who present a risk to the Bank, protecting the asset quality of our portfolios and supporting customers who may be experiencing difficulty. This involves managing, maintaining and optimising Credit Strategies, monitoring of key metrics, involvement in business-wide projects and pro-active communication across the business.

What you’ll be doing

• Monitoring the effectiveness of the Bank’s dialler strategies, optimising time to call, rotation and exhaustion criteria.
• Deliver insightful MI and commentary on dialler and telephony performance against business plans, forecasts and capacity.
• Own the scoping, design, development and implementation of dialler strategies, whilst maintaining regulatory compliance.
• Develop improvements in telephony and processes to generate improvements in effectiveness and further efficiencies, including cost reductions.
• Working closely with internal technology teams and 3^rd party suppliers to implement changes, and resource planning teams to ensure demand and capacity profiles are aligned.
• Promote and represent the team in cross-business projects and meetings, especially in relation to new Dialler and Telephony technology (e.g. Digital Contact Centre).
• Manage and prioritise own workloads to align work and deliver to priorities defined from management.

We need you to have

• Proven experience in a Contact Centre / Collections role demonstrating an excellent ability to analyse and interpret data, showing a logical approach to problem solving in relation to both business and technical issues
• Hands-on experience managing and optimising dialler strategies (e.g., time-to-call, rotation, exhaustion criteria).
• Understanding of regulatory requirements (e.g., FCA, CONC) and how they impact collections strategies.
• Familiarity with telephony systems and digital contact centre technologies
• A business/numerate degree and/or equivalent relevant technical experience
• Strong ability to analyse performance metrics and deliver insightful MI with commentary
• Experience using data to drive operational improvements and efficiency
• Excellent report writing and presentation skills
• Excellent communication and Stakeholder skills

It’s a bonus if you have but not essential

• SAS / SQL coding experience
• Experience at using Microsoft Office (Excel, Word & PowerPoint)

We really need you to have the skills and experience listed in the essentials you’ll need to bring  section above, but the rest is just our wish list, so please don’t let that put you off applying, we’d love to hear from you!

Red Hot Rewards 

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year  

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

We’re in the process of bringing Virgin Money and Nationwide together which, subject to Court approval, will happen on 2 April 2026. You can find out more about what this means at https://uk.virginmoney.com/nationwide-transfer. If you’re successful in securing a role with us, your employment will move automatically to Nationwide when this transfer goes ahead.

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.