Job Description

Business Unit: Retail, Savings Operations
Salary Range: 23,500 - 25,000 per annum DOE + benefits
Location: UK Hybrid / Onsite
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 offices
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
This role will be starting February 2026
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.

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.
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.
Advertised: 31 Oct 2025 GMT Standard Time
Applications close: 14 Nov 2025 GMT Standard Time

Skills Required