Job Description

Leeds, England; Glasgow, Scotland; Newcastle upon Tyne, England; United Kingdom
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City/Region Leeds, England; Glasgow, Scotland; Newcastle upon Tyne, England; United Kingdom Job ID 110989 Category Risk Contract type Permanent Full Time Applications Close 1 Feb 2026 (11.55pm GMT)
Business Unit: Customer Support and Operations
Salary Range: 25,250 - 27,000 per annum DOE + Benefits
Location: UK Hybrid - Gosforth/Glasgow/Leeds
Contract Type: Permanent - full-time with shift rotations between the hours of 8am and 7:30pm Monday to Friday with 1-in-4 Saturdays 9am-5pm
Our Team
Our Fraud Detection Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them, you'll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You'll be primarily helping customers who have been a victim of fraud, which means there'll be some tough conversations - but your resilience and ability to empathise will be encouragement to those who need it most.
Despite the challenges you'll face, there'll be opportunities to make memorable experiences for customers - something that our team are extremely passionate about and that's an extremely rewarding part of the role. You'll need to be a great listener, have patience, and demonstrate a caring manner. It's vital you can get the basics right, focus on the detail and work to a high degree of accuracy.
We're currently recruiting for a 20th April 2026 start date. Please only apply if you can commit to this time frame and note that no annual leave will be permitted during the first two months in role while you undertake training.
Shortlisted candidates will be invited to a short phone screen and those who pass this stage will participate in a 'Get to Know Us' and group activity session in February.
What you'll be doing

• Playing a key part within our operation and seeking to deliver valuable service to make our customers love us even more.
• Working flexibly within the operating hour of 8:00am to 7:30pm Monday to Friday, Saturday 9:00am to 5:00pm.
• Providing excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
• Providing help, guidance, and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams.
• Demonstrating a significant degree of insatiably curiosity to obtain the best possible solution for the customer and the company.
• Liaising with third parties to ensure that our customers are fully supported and receive a service based on best practice.
• Summarising key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.
• Confidently challenging the 'rules' in favour of achieving a good outcome for the customer and company.
• Working within the appropriate regulatory frameworks we follow.
• Being emotionally resilient, open, and honest when times get tough - because they will; and a real team player supporting your co-workers throughout the day.

We need you to have

• Previous experience in a customer service role within a call centre is desirable, but we also highly value transferable skills gained in other customer-focused environments such as retail or hospitality
• A genuine passion for delivering outstanding customer experiences and ensuring the best possible outcomes for our customers
• The ability to be insatiably curious; asking questions, challenging the norm, and negotiating to deliver the best solution
• Excellent communication skills with a sincere approach to feeling what customers feel and delivering a simply brilliant experience
• A caring, positive attitude with a genuine passion for helping others to exceed our customers' expectations
• The ability to multi-task - listening to customers, while investigating / reviewing information.

It would be a bonus if you have but not essential

• Experience in or knowledge of Fraud.
• Previously worked in Retail Banking or Financial Services
• Professional experience in effectively supporting vulnerable customers.

The extras you'll get

• 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.
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