Digital Experience Service Adviser

Business Unit: COO Digital Experience Centre
Salary range: 23500 per annum
Location: UK Hybrid Gosforth / Glasgow area with some remote working

Our Team
Are you ready to embark on an exciting journey with Virgin Money As a Digital Service Advisor youll play a pivotal role in creating rewarding relationships with our customers over the phone. Your mission: to support our customers in accessing our innovative products services and digital solutions through inbound conversations. Youll be the friendly voice of Virgin Money delivering heartfelt service every day.

What youll be doing
Be the Voice of Virgin Money Guide customers over the phone offering extra help and sharing how they can use our digital solutions.
Empower Customers From navigating mobile and online banking to addressing everyday queries youll help customers feel confident in managing their finances.
Assist our Vulnerable Customers By identifying customers who may be vulnerable youll provide them with the relevant support and where necessary record any support needs to ensure we are mindful and aware of their needs moving forward.
Deliver Exceptional Service if customer service and doing the right thing are your passions we want you on our team!
Having brilliant inbound conversations develop skills to deliver the right outcomes for our customers.
Build Rapport use your excellent communication skills to understand and help customers.
Discover Solutions Ask the right questions to explain our products services and digital applications in a way customers understand.
Thrive in a FastPaced Role Contribute to the overall performance of the department as a keen team player.

We need you to have
Strong experience of working within a fast paced technologyled customer service environment.
Impeccable communication with experience of making in the moment decisions within a Contact Centre environment.
Proven track record of assisting vulnerable customers by asking questions and providing support.
A caring positive attitude with a genuine desire to exceed our customers expectations.
A flexible and positive working approach to suit customer needs and business demands.
Experience of using Microsoft office applications

Wed love you to have
Some financial services experience
Knowledge of banking products

Working Hours:
Rotational shifts including weekend work (8am8pm)

Hybrid Working:
Enjoy the best of both worlds with our hybrid approach combining office time in Newcastle (Gosforth) and Glasgow with generous home working options. We value our time together to solve problems learn and stay connected.

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 role If 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. Were putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in peoples lives. Were customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose Making You Happier About Money. Our customer centric culture means that were able to do banking differently and by innovating and working together we can make a real difference. 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.