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Job no: 074569
Work type: Permanent Full Time
Location: England, Remote - work from anywhere within the UK, Scotland, Wales
Categories: Risk

Business Unit: Fraud Operations
Salary range: £20,000 - £24,500 per annum DOE
Location: Remote – work from anywhere within the UK
Contract type: Permanent

Grab onto your Virgin Money adventure

In a time of uncertainty one thing is for certain - the significance of our purpose grows. Here at Virgin Money, we are working tirelessly to Make People Happier about Money. Not an easy feat when faced with a changing economy, but one that is guided by our strong values and brilliant colleagues. Supporting our customers with first class service is what we do best, and we’re looking for passionate, empathetic people to join us as we continue to deliver this.

Our Specialist Support Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them you’ll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You’ll be primarily helping customers who have been a victim of fraud, which means there’ll be some tough conversations – but your resilience and ability to empathise will be encouragement to those who need it most.

Despite the challenges you’ll face there’ll be opportunities to make memorable experiences for customers – something that our team are extremely passionate about and an extremely rewarding part of the role. You’ll need to be a great listener, have patience, and demonstrate a caring manner. It’s vital you can get the basics right, focus on the detail and work to a high degree of accuracy. You’ll be an ambassador for Virgin Money – balancing the need to follow policy with our desire to provide unrivalled customer service.

This role in a nutshell:

• You’ll play a key part within our operation and seek to deliver valuable service to make our customers love us even more.
• Flexibility to work within the operating hour of 8:00am to 7:30pm Monday to Friday, Saturday 9:00am to 5:00pm.
• Providing an excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
• Providing help, guidance, and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams
• You will need to demonstrate a significant degree of insatiably curiosity to obtain the best possible solution for the customer and the company.
• You will liaise with third parties to ensure that our customers are fully supported and receive a service based on best practice.
• You will be asked to summarise key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.
• You will not be afraid to challenge the ‘rules’ in favour of achieving a good outcome for the customer and company.
• As we are a regulated organisation, we need you to work within the appropriate regulatory frameworks we follow.
• You will be emotionally resilient, open, and honest when times get tough – because they will; and a real team player supporting your co-workers throughout the day.

There are a few essentials you need to bring

• A caring, positive attitude with a genuine passion for helping others to exceed our customers’ expectations.
• Excellent communication and listening skills with the ability to empathise and deliver a heartfelt service.
• The ability to be insatiably curious, asking questions, challenging the norm, and negotiating to deliver the best solution.
• Face to face or telephone-based customer experience

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.