Job Description

City/Region Glasgow, Scotland; Newcastle upon Tyne, England Job ID 109549 Category Customer Relationships, Customer Service, Customer Support Contract type Permanent Full Time Applications Close 5 Dec 2025 (4.15pm GMT)
Business Unit: Direct Mortgages
Salary range: 25,250 - 27,000 per annum per annum DOE + benefits
Location: Hybrid with occasional travel to a local hub
Contract: Permanent
Our team
Here in Virgin Money Direct Mortgages Contact Centre, we are passion about delivering brilliant experiences to our customers - the kind that make them love us even more. Every day we are working hard to be the best at what we do, and that hard work hasn't gone unnoticed. Our mortgage team has picked up awards from Moneyfacts, Your Mortgage, and Your Money Direct... just to name a few.
This is a fully telephony-based role. You'll be handling inbound calls from customers who are looking to discuss their mortgage needs. Your role will be to provide detailed policy and process information to answer customers enquiries.
You'll be the first point of contact, so you'll need to bring warmth, empathy and confidence to every call. If you're someone who thrives on talking to people, solving problems and making a difference over the phone, this could be the perfect fit for you.
What you'll be doing

• Speaking with customers over the phone to support them with one of life's biggest financial commitments - their mortgage.
• Understanding their needs and checking eligibility, before booking appointments with our expert mortgage advisers.
• Creating brilliant experiences through every phone call, so our customers feel heard, valued and supported.
• Listening carefully, asking the right questions, and finding the right outcomes for every individual.
• Working closely with your team, sharing knowledge, ideas and supporting each other to deliver consistently great results.

We need you to have

• Excellent communication and listening skills with the ability to empathise and deliver a customer first service.
• Telephony experience with the ability to effectively assist customer in a remote capacity
• Experience of following detailed policy and process guides while supporting customers.
• A curious mindset. You're not afraid to ask questions to get to the heart of what the customer needs.
• Brilliant communication skills, you're a natural on the phone, with a positive tone
• and ability to build rapport quickly.
• A flexible, can-do attitude with the ability to adapt to different customer needs.

It's a bonus if you have but not essential

• Some financial services experience.
• Knowledge or experience of mortgages.
• Experience of working to targets to support in commercial delivery.
• Knowledge of banking products.

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
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
Are you a people-person with an innovative, curious and creative mindset? Think you can get to the heart of the customer experience? Here's what we're looking for.
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. [149]
I love the creativity of my role, sharing ideas with design colleagues and seeing them brought to life.
Stef Senior Content Designer
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
From day one, you'll enjoy amazing benefits and rewards so you can live a life more Virgin.
Enjoy 30 days of annual leave, 8.5 bank holidays and 5 wellbeing days (pro-rated and dependent on location).
Look after your health and wellbeing with our private medical insurance plan.
The adventures continue after your career. Invest in your future with our generous pension scheme.
Bank on retirement adventures post-career and invest in your future.
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