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Job no: 074873
Work type: Permanent Full Time
Location: Remote - work from anywhere within the UK
Categories: Customer Service

Business Unit: Customer Assist
Salary range: £20,000 - £26,000 per annum DOE
Location: Remote – work from anywhere within the UK
Contract Type: Permanent

Your life more Virgin starts here

Virgin Money is all about disrupting the status quo, taking on the challenges of the future, and saying goodbye to boring banking. We’re on the lookout for like-minded individuals and innovators like you to help push us forward. We’re also transforming how we work to give our colleagues more choice, control and flexibility to live and work how they choose with A Life More Virgin.

Here’s what it means for YOU:

• 38.5 days annual leave for all colleagues (including bank holidays and pro rata if part-time)
• Up to five extra paid well-being days per year
• A 35-hour working week
• 20 weeks paid, gender neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
• Market leading Pension & Private Medical Insurance
• Flexible benefits including Cycle to Work, Wellness & Health Assessments and Critical Illness
• Ability to work anywhere in the UK (where the role allows)

And you get these Red-Hot Rewards from day one!

Investigating complaints is our forte, so if looking into a customer’s concerns in full and learning about all the different parts of a product sounds like your kind of thing then this will be perfect for you! Want variety? We’ve got it. We are a fast-paced department where every day is different. You’ll get to liaise with colleagues around the business and you’ll have the autonomy to make your own decisions. Sometimes this could be as simple as sending a customer a heartfelt apology, other times you may need to really think outside of the box to make things right.

Here's what you’ll be doing

• Investigating complaints in order to ensure we come to the correct outcome for our customers when they feel something isn’t right.
• Responding to customers in writing about their complaint, making sure where even when we haven’t done something wrong, they still feel like we’ve taken their concerns to heart.
• You’ll be providing brilliant customer service when discussing complaints with customers either via telephone or in writing to make sure they have a first-class experience.
• You’ll be an advocate for the Virgin Money brand and will deal with a whole host of enquiries, which means that solving problems and finding solutions will be your ultimate goal.
• You’ll also need to be able take into consideration the nature and outcome of each complaint to ensure its suitable for the individual situation.

To be brilliant you must have…

• A proven record of providing excellent experiences for customers.
• Confidence in engaging with our customers particularly those who are vulnerable or in financial difficulty.
• You’ll need to be great at time management - you won’t be twiddling your thumbs in this role so prepare to be busy…….and empowered!
• Someone who is results focused - you’ll also be a great problem solver and able to make complex decisions
• Ability to prioritise in a fast-paced environment.
• You’ll need to be resilient and ready to overcome challenges whilst working under pressure
• A team player who works collaboratively to achieve team and department goals.

We’d love you to have…

• Complaint handling knowledge would be advantageous however the drive to show our customers we really care is essential.

We really need you to have the skills and experience listed in the to be brilliant 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!

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.

Inclusion at Virgin Money

Inclusion is at the heart of everything we do here at Virgin Money. It’s good for you, it’s good for us and it’s amazing for our customers. We know that great minds don’t think alike, so we rely on your diverse thoughts, feelings, beliefs and backgrounds to be the best we can possibly be. Got any questions about this or need some support with your application? We’d love to hear from you so get in touch with our careers team at [email protected].

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 to you to confirm you have the Right to Work in the UK.

If you’re successful securing a role with us, there are some checks you need to complete before starting. This includes a credit and criminal record check, as well 3 years' worth of satisfactory references. If the role is part of the Senior Manager and Certification Regime, it requires enhanced pre-employment checks - we’ll ask for 6 years' of regulatory references and once in role, you’ll be subject to periodic employment checks.