Job Description

Business Unit: COO, Digital Experience Centre
Salary Range: 23,500 - 25,000 per annum DOE + Great Benefits
Location: UK Hybrid - Glasgow or Gosforth (2 days in the office per week)
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. Providing great customer service 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

• 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: 17 Sep 2025 GMT Daylight Time
Applications close: 17 Oct 2025 GMT Daylight Time

Skills Required