Join to apply for the Digital Experience Service Adviser role at Virgin Money
Business Unit: COO, Digital Experience Centre
Location: UK Hybrid - Newcastle HUB with some remote working
Take control of your career. Live a life more Virgin.
Are you ready to embark on an exciting journey with Virgin Money? As a Digital Service Advisor, you'll 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. You'll be the friendly voice of Virgin Money, delivering heartfelt service every day.
* 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, you'll help customers feel confident in managing their finances.
* Assist our Vulnerable Customers: By identifying customers who may be vulnerable, you’ll 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 Fast-Paced 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, technology-led 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.
It’s a bonus if you have but not essential:
* 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.
* 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.
* Free private medical cover, income protection and life assurance.
* Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
And there's no waiting around, you'll enjoy these benefits from day one.
Feeling insatiably curious about this role? 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.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Administrative, Quality Assurance, and Other
Industries
* Banking
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