Mortgage Assistant

Business Unit: Commercial, Direct Mortgages
Salary Range: £22,000 - £29,400 per annum DOE + red hot benefits 
Location:  Remote with occasional travel to hub

Don’t settle for dull. Live a life more Virgin.

Our Team

Here in Virgin Money's Direct Mortgages Contact Centre, we are working hard to deliver an exceptional service to our customers to help make them love us – even more! We are continually striving to be the best at what we do and from these efforts the Virgin brand is very highly regarded within the competitive mortgage market. So much so, we’ve won awards for our Mortgage products from Money facts, Your Mortgage and Your Money Direct… to name drop just a few.

As a Mortgage Assistant within our Direct Mortgages Contact Centre, you’ll be the first point of contact for our customers who are looking to discuss their mortgage needs. You’ll need to have a real passion for your customers, bringing to life the values of Virgin Money. Sound like you would love to do this – fab we’ll have fun doing it.

We don’t just talk to our customers we webchat them as well.  We are there for them whenever they need us.  We understand that customers need answers quickly so this can be the right way for them to chat with us.  Like the idea of this well get in touch.

What you’ll be doing

• Be the first point of contact for our customer looking to discuss their mortgage needs which is one of the biggest commitments a person will make in their lifetime.
• Identifying opportunities and confirming customer eligibility for a Mortgage before scheduling appointments for our Mortgage Advisors.
• Delivery of excellent customer experiences that drives advocacy through Telephony and Webchat.
• Understanding and meeting the needs of customers, including vulnerable customers, Identifying appropriate solutions and support.
• Working effectively, respectfully, and collaboratively with colleagues – share knowledge, best practice, and support others to achieve common goals.

We need you to have

• Previous experience working in mortgages.
• Experience of working within a customer service environment and a passion for delivering a brilliant service to customers.
• Insatiable curiosity as you ask questions and seek to offer the best solutions to our customers.
• Great communication skills with a natural ability to engage and build rapport with lots of different personalities.
• A flexible and positive working approach to suit customer needs and business demands.
• Genuine enthusiasm to work with your team to achieve collective goals in a timely way.

It's a bonus but not essential

• Experience of working to targets to support in commercial delivery.
• Knowledge of banking products.

You don’t need to be Cemap qualified for this role, all we ask is you have brilliant customer service skills, with a passion for creating memorable conversations with our customers.

In return you’ll get to join a friendly team, in a lively and fun environment. You’ll also attend an intensive induction program, with ongoing training provided as you develop.

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? Apply as soon as you can. 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

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.