Job Description

City/Region Glasgow, Scotland; Newcastle upon Tyne, England Job ID 699960 Category Customer Service Contract type Permanent Full Time Applications Close 6 Feb 2026 (12.55pm GMT)
Business Unit: COO, Digital Experience Centre
Salary Range: 25,250 per annum DOE + benefits
Location: UK Hybrid - Gosforth / Glasgow area with some remote working
Contract Type: Permanent
? We're buzzing about the year ahead - so much so that we're hiring now for our 13th April 2026 intake!
Don't miss out - come and be part of the Virgin Money family. ??
Our Team
Our Credit Cards teamwork in a fast paced, exciting environment where no two days are the same. There's a buzz in the department and it's the sound of us delightfully surprising our customers! We provide a fantastic all-round experience for new and existing customers, supporting them with a digital first attitude, and generally impressing our customers with our credit card support and expertise. Making our customers happy involves us building strong relationships, solving problems and generally - just having great conversations through our live chat, telephony and social platforms.
What you'll be doing

• Speaking with our customer through various platforms such as Live Chat and over the Phone, supporting them with their queries and questions
• Actioning changes, requests and providing expert support and information around our Credit Card products and accounts
• Work towards and achieve excellent customer outcomes managing internal admin procedures
• Have a digital first attitude so our customers can leave a conversation with the capacity to support themselves moving forward
• Go the extra mile for our Vulnerable Customers, catering support and showcasing an interaction that you wouldn't get anywhere else

We need you to have

• Strong experience delivering exceptional customer service in either digital or face to face environment, with a focus on creating a positive, lasting impression
• Telephony experience with the ability to effectively assist customer in a remote capacity
• Speed, accuracy and confidence to provide expert service
• An open mind to learn and adapt to processes within our area
• Basic technological expertise of handling multiple applications at once

It's a bonus if you have but not essential

• Experience within the Digital Banking world/financial industry
• Experience with live chat support

Shift Pattern: Our opening hours are from 8am - 6pm, Monday to Friday and Saturday 9am - 3pm. Shifts fall within these opening times following assigned shift patterns such as 08:00am - 15:30pm or 10:30am - 18:00pm. You would also be expected to work the occasional Saturday shift in which you would be given a day off midweek.
Red Hot Rewards

• 25 days holiday per year, increasing 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
• 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
We're in the process of bringing Virgin Money and Nationwide together which, subject to Court approval, will happen on 2 April 2026. You can find out more about what this means at . If you're successful in securing a role with us, your employment will move automatically to Nationwide when this transfer goes ahead.
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
If you love speaking to customers, have tons of enthusiasm and curiosity, value excellent customer service and work well with others, you're just what we need.
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.
There's always something new to learn, and the support network is amazing. I love where I work!
Siam VM Host, Newcastle
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
A life at Virgin Money is a rewarding one. With wellbeing and flexibility at its core, our benefits offering can be tailored to make your life a little easier. Enjoy a flexible holiday package, health plans, parental leave and everything in between from the day you join us.
The adventures continue after your career. Invest in your future with our generous pension scheme.
Your health and wellbeing are important to us. Our health assessments and insurance plans help you maintain yours.
We've got you covered with our income protection and life assurance plans.
25 days holiday per year, which increases over time to 30. Plus, you'll have the option to 'buy' more, giving you even more choice.
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Location: Glasgow, Newcastle upon Tyne Work Type: Permanent Full Time Applications Close: 6 Feb 2026 (11.55pm GMT)
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