Customer Care Adviser

2022 - Chief Operating Office; Glasgow; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

A reputable financial institution is seeking a Customer Care Advisor to support vulnerable customers with their banking needs. The role involves engaging with customers via calls and ensuring accurate records of customer interactions. Ideal candidates will have experience in telephony and a caring attitude towards customer support. This position offers a hybrid work model, combining office time in Glasgow with remote working options.

Benefits

Generous holidays - 38.5 days annual leave

Extra paid well-being days

Market-leading pension

Free private medical cover

Flexible benefits including Cycle to Work

Qualifications

• Experience in a fast-paced telephony environment.
• Proven record of assisting vulnerable customers.
• Flexible and positive working approach.

Responsibilities

• Provide relevant support to vulnerable customers.
• Engage with customers through calls for support.
• Keep customer records up to date and accurate.

Skills

Telephony experience

Impeccable communication

Support for vulnerable customers

Customer service focus

Microsoft Office applications

Financial services experience

Knowledge of banking products

Job description

Business Unit: Stores Network

Salary range: £23,500 - £27,500 DOE per annum + Benefits

Location: UK Hybrid – Gosforth/Glasgow area with some remote working

Contract Type: Permanent, Full Time

Overview

Our Team

We have an amazing opportunity for someone to join our Customer Care Team. Our Customer Care Team have a very important role; they support our vulnerable customers. As a Customer Care Advisor, you’ll support our customers with their everyday banking needs and make a real difference to our vulnerable customers and the experience they receive. Dealing with and supporting vulnerable customers is a rewarding role, that brings challenges, resilience and a sense of accomplishment in knowing you are helping others.

Are you somebody who wants to make a difference every day? You love to listen to people, have an ability to read between the lines, and love to be able to help? Sound familiar? Then this opportunity is for you!

What you will be doing

• Assist with our Vulnerable Customers by providing the relevant support they need while also record any support needs to ensure we are mindful and aware of their needs moving forward.
• Work within the team to provide support to identified customers who are impacted by changes to our services who may need additional support.
• Engage with customers via outbound and inbound calls, to understand their circumstances and provide support
• Find the best possible solution for the customers.
• Use your questioning and listening skills to find out about the customer and summarise the situation, keeping to our defined processes as you go.
• Ensure that our vulnerable customer records are up to date and accurate.
• Thrive in a Fast-Paced role and contribute to the overall performance of the department as a keen team player.
• Build Rapport and use your excellent communication skills to understand and help customers.

We need you to have

• Strong experience of working within a fast-paced telephony environment.
• Impeccable communication with experience of making in the moment decisions within a Contact Centre environment.
• Proven track record of assisting vulnerable customers by asking questions and providing support.
• A caring, positive attitude with a genuine desire to exceed our customers’ expectations.
• A flexible and positive working approach to suit customer needs and business demands.
• Experience of using Microsoft office applications
• Deliver Exceptional Service, if customer service and doing the right thing are your passions, we want you on our team!
• Some financial services experience
• Knowledge of banking products

Hybrid Working

Enjoy the best of both worlds with our hybrid approach, combining office time in Newcastle (Gosforth) and Glasgow with generous home working options. We value our time together to solve problems, learn, and stay connected.

Training

Training will be conducted face to face in a hub (Glasgow/Gosforth) over a 3-week period.

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 team [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.