Customer Consultant

2022 - Chief Operating Office; Kirkwall; On-site; GBP 80,000 - 100,000; Full time

Job summary

A prominent bank is seeking a Customer Consultant in Kirkwall to deliver exceptional customer service and support clients in using digital services. The successful candidate will welcome customers, assist them with banking queries, and act as an ambassador for the organization. We're looking for someone with a passion for helping others, great communication skills, and a desire to succeed. Full-time, permanent position with competitive salary and additional benefits.

Benefits

25 days holiday per year

Private medical insurance

Performance-related bonus

Training and development opportunities

Flexible benefits scheme

Life assurance

Paid volunteering days

Qualifications

• Experience or passion for customer service.
• Ability to engage and build rapport.
• Flexible working approach adapting to customer needs.

Responsibilities

• Welcome customers to the branch.
• Educate customers on digital services.
• Resolve banking queries and offer solutions.

Skills

Customer service experience

Great communication skills

Curiosity and problem-solving

Enthusiasm for teamwork

Interest in digital technology

Tools

Microsoft Office

Job description

Business Unit: Branch Network

Salary Range: £25,250 per annum DOE + Benefits

Location: Kirkwall

Contract Type: Permanent Full Time

Our Team

Our Customer Consultants are the face and voice of Virgin Money and have fun whilst having a crucial role to play, delivering a heartfelt service to our customers daily. Our fabulous Kirkwall branch has an opportunity in their team for you to join in and think big so if you have a genuine passion for helping others both face to face and over the phone, then this opportunity could be what you’re looking for!

What you’ll be doing

• Welcoming our lovely customers to the Branch.
• Helping our customers use digital services, educating them to understand the great benefits digital brings and guiding them through the process.
• Resolving any queries customers may have with their banking.
• Having great conversations to understand customer needs and desires then using your knowledge of our products and services to find the best solution.
• Working with awesome colleagues across our Branches and Digital Experience Centre so customers always have the right person to speak to when they need expert advice either in person or by telephone.
• You’ll be an ambassador for Virgin Money, living life to the fullest by showcasing the amazing work we do and spreading the word through events both in branch and in the local community.

We need you to have

• Some experience or a passion for wanting to work within a customer service environment and a desire to deliver a brilliant service to customers.
• Insatiable curiosity as you ask questions and seek to offer the best solutions to our customers.
• Great communication skills with a natural ability to engage and build rapport with lots of different personalities.
• A flexible and positive working approach to suit customer needs and business demands.
• Genuine enthusiasm to work with your team to achieve collective goals in a timely way.
• A keen interest in all things digital with a desire to keep up to date with up‑and‑coming technology news.

It’s a bonus if you have but not essential

• Some financial services experience.
• Knowledge of banking products.
• Working knowledge of Microsoft Office applications.

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 at [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

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 https://uk.virginmoney.com/nationwide-transfer. 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.