Customer Experience Service Adviser (Digital Experience Service Adviser)

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

Job summary

A leading financial institution in the UK is seeking a Digital Experience Service Advisor to provide outstanding customer service via phone. In this fast-paced role, you'll help customers navigate digital banking solutions, support vulnerable clients, and thrive in a hybrid work environment. Ideal candidates possess strong customer service skills and a caring attitude to exceed client expectations. Competitive salary and generous benefits are included.

Benefits

38.5 days annual leave

Paid well-being days

Gender-neutral family leave

Market-leading pension

Private medical cover

Flexible benefits

Qualifications

• Strong experience in a technology-led customer service environment.
• Impeccable communication skills with decision-making abilities.
• Proven record of assisting vulnerable customers.
• Caring, positive attitude with a desire to exceed expectations.

Responsibilities

• Guide customers over the phone to use digital solutions.
• Empower customers in managing finances.
• Identify and support vulnerable customers.
• Deliver outstanding service in a fast-paced environment.
• Build rapport and discover solutions for customers.

Skills

customer service experience

communication

decision making

supporting vulnerable customers

Tools

Microsoft Office

Job description

Business Unit: COO, Digital Experience Centre
Salary Range: £23,500 - £25,000 per annum DOE+ benefits
Location: UK Hybrid - Gosforth / Glasgow area with some remote working
Contract Type: Permanent

✨ We’re buzzing about the year ahead — so much so that we’re hiring now for our 12th January and 2nd & 23rd February 2026 intakes!
Don’t miss out — come and be part of the Virgin Money family. ❤️

Our Team

Are you ready to embark on an exciting journey with Virgin Money? This is a great role, don’t be confused by the job title, Digital Experience Service Advisor, we aren’t looking for a techie person it’s a call centre / customer service role. In this role, you'll play a pivotal role in creating rewarding relationships with our customers over the phone. Your mission: to support our customers in accessing our innovative products, services, and digital solutions through inbound conversations. You'll be the friendly voice of Virgin Money, delivering heartfelt service every day.

What you’ll be doing

• Be the Voice of Virgin Money, Guide customers over the phone, offering extra help and sharing how they can use our digital solutions.
• Empower Customers: From navigating mobile and online banking to addressing everyday queries, you'll help customers feel confident in managing their finances.
• Assist our Vulnerable Customers: By identifying customers who may be vulnerable, you’ll provide them with the relevant support and where necessary record any support needs to ensure we are mindful and aware of their needs moving forward.
• Deliver Exceptional Service: If customer service and doing the right thing are your passions, we want you on our team!
• Having brilliant inbound conversations, Develop skills to deliver the right outcomes for our customers.
• Build Rapport: Use your excellent communication skills to understand and help customers.
• Discover Solutions: Ask the right questions to explain our products, services, and digital applications in a way customers understand.
• Thrive in a Fast-Paced Role: Contribute to the overall performance of the department as a keen team player.

We need you to have

• Strong experience of working within a fast paced, technology-led customer service 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.

It’s a bonus if you have but not essential

• Some financial services experience
• Knowledge of banking products

Working Hours

Rotational shifts including weekend work (8am-8pm)

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.

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 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 [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.