Banking Associate - Credit Cards Team

2022 - Chief Operating Office; Glasgow; Hybrid; GBP 23,000 - 25,000; Full time

Job summary

A leading banking service provider seeks a Customer Service Representative for their Glasgow team. You will deliver exceptional customer service through various digital channels, assist with queries, and build lasting customer relationships. Join a dynamic team and enjoy extensive benefits including generous holidays and family leave.

Benefits

Generous holidays - 38.5 days annual leave

Up to five extra paid well-being days

Market-leading pension

Free private medical cover

Flexible benefits include Cycle to Work

Qualifications

• Experience delivering exceptional customer service in digital or face-to-face environments.
• Ability to assist customers effectively in a remote capacity.
• Open-minded attitude for learning and adapting to processes.

Responsibilities

• Speaking with customers through various platforms such as Live Chat and over the Phone.
• Actioning changes, requests, and providing expert support for Credit Card products.
• Delivering exceptional service to Vulnerable Customers.

Skills

Exceptional customer service

Telephony experience

Basic technological expertise

Job description

Business Unit:COO, Digital Experience Centre
Salary Range: £23,500 - £25,000 per annum DOE + 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. Making our customers happy 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.

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 theNationwide 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 [e-mail]

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.