Customer Support Associate
Customer Support Associate
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Job Description
Business Unit:Customer Operations Customer Support
Salary range:per annum DOE redhot benefits
Location:UK Hybrid with travel to local hub Glasgow/Gosforth
Our Team
Our associates ensure that our customers receive a best in class service at a time when they need us most. We know its a difficult time when you lose a loved one so well do our best to make this process as easy as we can. This can be you too joining the Bereavement Services Team.
Heres what youll be doing
- Validating documents and closing deceased customers account while supporting the family members at every step of the process
- Providing specialist bereavement support
- The role involves considerable contact with relatives and those associated with our late customer Funeral Directors Solicitors and relevant outside agencies.
- Working as part of a large and diverse team where everyone works together to achieve an excellent customer outcome
- As were a regulated organisation we need you to work within the appropriate regulatory frameworks we follow
- Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us
We need you to have
- Strong experience in customer service or support roles including experience with telephony systems
- Demonstrated ability to communicate effectively with strong listening skills to understand customer needs
- Proven track record of supporting vulnerable customer through empathetic questioning and assistance
- Excellent IT skills including the use of Microsoft packages.
- Experience in delivering on commitments and ensuring customer satisfaction
- Flexible approach to suit the needs of customers & business.
- Collaborative teamwork working together to provide excellent customer service.
- Familiar with the need for performance orientation and customer focus.
- Practical knowledge and understanding of policy and regulatory requirements/framework.
Red Hot Rewards
- Generous holidays 38.5 days annual leave (including bank holidays and prorated if parttime)plus the option to buy more.
- Up to five extra paid wellbeing days per year.
- 20 weeks paid genderneutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
- Marketleading pension.
- Free private medical cover income protection and life assurance.
- Flexible benefits include Cycle to Work wellness and health assessments and critical illness.
And theres no waiting around youll enjoy these benefits from day one.
Feeling insatiably curious about this roleIf were lucky to receive a lot of interest we may close the advert early and would hate you to miss out.
Were all about helping you Live a Life More Virgin so happy to talk flexible working with you.
Say hello to Virgin Money
Were making great strides towards achieving our ambition of becoming the UKs best digital bank. As a fullservice digital bank with a heritage stretching back over 180 years were a workforce to be reckoned with and were putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in peoples lives. Were customerobsessed and work tirelessly to deliver on our purpose Making You Happier About Money. This means were able to do banking differently and by innovating and working together we can make a real difference by creating memorable moments and redhot 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. Were committed to creating an inclusive culture where colleagues feel safe and inspired to contribute speak up and be heard.
As a Disability Confident Leader were committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application contact our Talent Acquisition team
Its important to note that there may be occasions where its 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 highvolume of applications we may need to limit the overall numbers of interviews offered to both disabled and nondisabled 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 well need you to confirm you have the right to work in the UK.
If youre 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 preemployment checks well ask for six years of regulatory references and once in the role youll be subject to periodic employment checks.
Required Experience:
IC
Employment Type
Full-Time
