Job Description

City/Region Newcastle upon Tyne, England; Glasgow, Scotland Job ID 109349 Category Customer Relationships Contract type Permanent Full Time Applications Close 2 Dec 2025 (11.55pm GMT)
Business Unit: Retail, Savings Operations
Salary: 25,250 Per annum
Location: Hybrid/Onsite - Glasgow/ Gosforth
Contract Type: Permanent
For Glasgow based applications: The role advertised is hybrid which means that successful candidates will be able to work from home occasionally, however when required, will be able to travel and work at the Glasgow based office.
For Gosforth based applications: The role advertised is for onsite only which means that successful candidates will be expected to work onsite in Gosforth, Monday to Friday
Our Team
Are you ready to embark on an exciting journey with Virgin Money? As a Virgin Money Banking Associate, you'll play a pivotal role in creating rewarding relationships with our customers. Your mission: to be responsible for speaking to customers and processing their requests. We aim to deliver this at pace and to a high-quality standard, working together as a team to deliver exceptional service for our customers. You'll be the friendly voice of Virgin Money, delivering heartfelt service every day.
What you'll be doing

• Delivering exceptional service, using your excellent communication skills to understand and help our customers
• Managing the end-to-end journey for our savings customers, from scanning and digitising customer correspondence to maintaining their Savings accounts and everything in between
• Be the Voice of Virgin Money, occasionally guiding customers over the phone, offering extra help and sharing how they can use our digital solutions
• Having brilliant conversations, developing skills to deliver the right outcomes for our customers
• Interacting with customers via letter and text to clarify customer requests and satisfy identify verification requirements
• 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
• Working effectively, respectfully and collaboratively with colleagues - sharing knowledge and best practice to achieve common goals
• Taking responsibility for continuous improvement, including your own performance, and personal development
• Contributing 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.
• Experience in handling and processing important customer correspondence such as original documents or personal cheques
• Experience in managing workloads digitally
• Proven track record of assisting vulnerable customers by asking questions and providing support.
• Be computer literate, specifically with Microsoft Teams, Outlook and Excel applications
• A flexible and positive working approach to suit customer needs and business demands.
• Being open, receptive and an advocate to learning new skills
• Excellent communication and listening skills; ability to understand and respond professionally
• Supportive of demand-based change, specifically relating to a flexible approach to your working day
• Proven interpersonal skills and the ability to work positively with internal and external stakeholders

We'd love you to have

• Financial services experience
• Knowledge of Virgin Money banking products

Working hours

• 35 hour working week
• 7 hour working day
• Core hours are Monday to Friday flexible between 8am-8pm.

The extras you'll get

• 25 days holiday per year, which increases over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement.
• Access to an annual performance related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death.
• Up to 2 days of paid volunteering a year

If we're 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 the Nationwide group, together we're the UK's 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, you'll 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.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're 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, we'll need you to confirm you have the right to work in the UK.
If you're 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 - we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.
Success profile
Are you a people-person with an innovative, curious and creative mindset? Think you can get to the heart of the customer experience? Here's what we're looking for.
Culture at Virgin Money
We're an inclusive, innovative, collaborative bunch with big ideas and even bigger aspirations. We have fun, show up for one another and grow strong together.
Our colleagues are celebrated for being fully themselves, and we ensure accountability and equity are prioritised in every role. We encourage everyone to use their voices to pitch in, be an ally and make Virgin Money the fun and inclusive environment it is. We also believe in rewarding our colleagues - we offer an enviable benefits package and sprinkle in little thank-you bonuses along the way.
Interested in joining us but not sure you've hit every requirement on the checklist? Don't worry. Experience is important, but it isn't everything - potential can be just as valuable. If you're enthusiastic, curious and hungry to learn, you could be exactly the person we need. Tell us your story, and let's discover what your next chapter could hold. [149]
I love the creativity of my role, sharing ideas with design colleagues and seeing them brought to life.
Stef Senior Content Designer
Influential
For us, living a life more Virgin means living well. We focus on people, not policies. Flexibility and fairness are at the core of our wellbeing initiatives, allowing our colleagues to tailor their benefits to suit them from day one. Centred around four pillars - Mind, Body, Social Connection and Finance - our initiatives include mental and physical health support, financial and medical aid, social activities, flexible working, gender-neutral family leave, wellbeing apps, discounted gym membership, counselling, information services, and so much more. People work best when they're happy and healthy, and we like our people to be both.
Big, bold benefits
From day one, you'll enjoy amazing benefits and rewards so you can live a life more Virgin.
Enjoy 30 days of annual leave, 8.5 bank holidays and 5 wellbeing days (pro-rated and dependent on location).
Look after your health and wellbeing with our private medical insurance plan.
The adventures continue after your career. Invest in your future with our generous pension scheme.
Bank on retirement adventures post-career and invest in your future.
Related roles
Live for a fulfilling career. Check out these cherry-picked roles for you and discover the possibilities.Live to make a difference. Live for the weekday. Live a life more Virgin.
Location: Glasgow, Newcastle upon Tyne Work Type: Permanent Full Time Applications Close: 4 Dec 2025 (11.55pm GMT)
Location: Glasgow, Newcastle upon Tyne Work Type: Permanent Full Time Applications Close: 5 Dec 2025 (4.15pm GMT)
Sign up for job alerts
Don't see what you're looking for? Sign up and we'll email you when roles we think you'll love become available

Skills Required