Business Unit: COO, Customer Support Salary range: £23,500 - £27,000 per annum Location: UK Hybrid with occasional travel to Glasgow or Leeds Get out of your comfort zone. Live a life more Virgin. We are recruiting into our Small Business Financial Care Team to give our customers the top-class level of service they deserve and expect. Looking after our customers is a key priority for us so when the moment comes to support our customers in their hour of need, we are looking for a Customer Support Associate to deliver a fantastic level of customer service. We are looking for passion for providing really great service and support, while helping customers to manage their financial situation to make memorable customer experiences; and taking the time to make sure our customers have the right solution to suit their needs. We're looking for a self-motivated passionate and empathetic individual, who is ready to make a real difference. What you’ll be doing You’ll play a key part within our Small Business Financial Care Team (SBFCT), providing an excellent customer experience. Taking inbound calls and making outbound calls to support our customers who require additional support through difficult times. Supporting Relationship Managers with administration and follow-up activities. You’ll liaise with the wider SBFCT to ensure that our customers are fully supported and receive a service based on best practice. As we're a regulated organisation, we need you to work within the appropriate regulatory frameworks. Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us. We need you to have: Strong customer service experience to exceed our customers’ expectations, preferably within a telephony-based role. Strong verbal and written communication skills with the ability to influence and impact at all levels. A passion for detail, accuracy, and creativity; channelling your energy and ideas into innovative solutions for our customers and colleagues. Effective communication and rapport building skills to allow you to support the team and our customers. It’s a bonus if you have but not essential: Virgin Money Business Banking experience. Experience supporting customers in or approaching financial difficulty. 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. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard. As a Disability Confident Leader, we’ll interview candidates with a disability who meet the minimum requirements for the role, where volumes allow us to do so. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careersvirginmoney.com Points to Note: It’s a good idea to let your current people leader know if you are going to apply for an internal role, so they can support your application, we always recommend you share your plans with them. If you’re interested in this opportunity, we recommend that you get in touch with Susan Kerr who’ll be able to tell you all about the role which will help you make a great application. Now the legal bit Please note that some of our legacy contracts are non-flexible therefore, if you move to a new role or make a change to your existing terms, you’ll move onto our standard flexible contract, 8am - 8pm. If you successfully secure a new role, the salary and notice period you'll be offered will be in line with our reward and policy guidance. Not sure what this would mean for you, and want to know more? Contact Talent Acquisition, careersvirginmoney.com or feel free to start a conversation with HaRi our new HR Virtual Agent on MS Teams to help with your questions. Advertised: 16 Jan 2025 GMT Standard Time Applications close: 23 Jan 2025 GMT Standard Time