Job Description

Business Unit: Mortgage Operations
Salary range: 323,500 per annum DOE + red-hot benefits
Location: UK Hybrid - Glasgow / Gosforth
Our Team
Our Banking Associates play a crucial part as they are the voice and face of Virgin Money. Customers are everything to us and these roles are the backbone of our business. We're looking for people who have experience in delivering top-notch customer experience and are comfortable with handling a wide range of queries, solving problems and guiding our customers through our services with confidence and care. You'll have bags of energy to deliver those personalised magic moments for our customers and you'll be responsible for making sure that customer experience exceeds all expectations each and every time!
What you'll be doing

• You'll be providing brilliant customer service whether it's via the telephone, webchat or by mail, to make our customers have a smooth first-class journey.
• Looking for the little things that make a big difference by providing outstanding customer experience.
• You'll be a Virgin Money Ambassador. We love going the extra mile for our customers to delightfully surprise them and enjoy the pride that it brings to make people happier about money!
• You'll enjoy getting to know your customers. Answering questions in relation to their mortgage accounts and intermediary applications or completing mortgage admin tasks in order to provide the Heartfelt Service we are always raving about.

We need you to have

• Proven experience in delivering outstanding customer service, with a natural ability to build rapport and engage effectively across a variety of platforms, whether over the phone, via webchat or through email.
• A solid track record of working with computer systems and Microsoft teams, demonstrating confidence and competence in navigating digital platforms to support both customer and internal operations.
• Exceptional listening and interpersonal skills, with the ability to understand customer needs and respond in a professional, empathetic, and solution focused manner.
• Demonstrated adaptability and a fast learner mindset, thriving in dynamic environments where the ability to absorb new information quickly is essential
• Attention to detail and commitment to accuracy, backed by a history of delivering high quality, error free work in fast paced settings
• A proactive and solution oriented mindset, always seeing to understand customer needs deeply and identify opportunities to improve their experience.

It's a bonus if you have but not essential.

• Previous banking experience
• Some financial services knowledge
• Experience of working within mortgages

Red Hot Rewards

• 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.
• Market-leading pension.
• 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.
Say hello to Virgin Money
We're making great strides towards achieving our ambition of becoming the UK's best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we're a workforce to be reckoned with, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, 'Making You Happier About Money.' This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.
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're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team
It's important to note that there may be occasions where it's not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.
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 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.
Advertised: 19 May 2025 GMT Daylight Time
Applications close: 02 Jun 2025 GMT Daylight Time