Customer Care Adviser

Business Unit: Stores Network
Salary range: 23500 - 27500 DOE per annum Benefits
Location: UK Hybrid Gosforth/Glasgow area with some remote working
Contract Type: Permanent Full Time

Our Team

We have an amazing opportunity for someone to join our Customer Care Team. Our Customer Care Team have a very important role; they support our vulnerable customers. As a Customer Care Advisor youll support our customers with their everyday banking needs and make a real difference to our vulnerable customers and the experience they receive. Dealing with and supporting vulnerable customers is a rewarding role that brings challenges resilience and a sense of accomplishment in knowing you are helping others.

Are you somebody who wants to make a difference every day You love to listen to people have an ability to read between the lines and love to be able to help Sound familiar Then this opportunity is for you!

What you will be doing
Assist with our Vulnerable Customers by providing the relevant support they need while also record any support needs to ensure we are mindful and aware of their needs moving forward.
Work within the team to provide support to identified customers who are impacted by changes to our services who may need additional support.
Engage with customers via outbound and inbound calls to understand their circumstances and provide support
Find the best possible solution for the customers.
Use your questioning and listening skills to find out about the customer and summarise the situation keeping to our defined processes as you go.
Ensure that our vulnerable customer records are up to date and accurate.
Thrive in a Fast-Paced role and contribute to the overall performance of the department as a keen team player.
Build Rapport and use your excellent communication skills to understand and help customers.

We need you to have
Strong experience of working within a fast-paced telephony 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
A caring positive attitude with a genuine desire to exceed our customers expectations
Deliver Exceptional Service if customer service and doing the right thing are your passions we want you on our team!
Some financial services experience
Knowledge of banking products

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.

Training:
Training will be conducted face to face in a hub (Glasgow/Gosforth) over a 3-week period.

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 theres no waiting around youll enjoy these benefits from day one.

If were 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 theNationwide grouptogether were the UKs 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 youll 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.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
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
Although some of our roles allow you to be based anywhere in the UK 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 pre-employment checks well ask for six years of regulatory references and once in the role youll be subject to periodic employment checks.