Customer Support Associate

2022 - Chief Operating Office; Leeds; Hybrid; GBP 23,000 - 27,000; Full time

Job summary

A prominent financial service provider in the UK seeks a Customer Support Associate to provide compassionate support to vulnerable customers. The role involves understanding individual needs, collaborating with internal and external teams, and delivering tailored assistance. Ideal candidates will possess strong communication and listening skills, along with experience in customer-facing roles. Benefits include 25 days of annual leave, private medical insurance, and opportunities for training and development.

Benefits

25 days holiday per year

Private medical insurance

Competitive pension

Performance-related bonus

Training and development opportunities

Flexible benefits scheme

Life assurance

Volunteering opportunities

Qualifications

• Experience supporting vulnerable customers with empathy and care.
• Strong communication and listening skills.
• Confidence in face-to-face and phone interactions.
• Flexible and adaptable to changing needs.
• Understanding of importance of performance and customer satisfaction.
• Awareness of policies and regulatory requirements.
• Strong organisational skills and self-motivation.

Responsibilities

• Understand and respond to customer needs, providing tailored support.
• Collaborate with colleagues and external third parties for customer support.
• Recognise when specialist input is needed and refer appropriately.
• Share knowledge to contribute to team success.
• Foster a supportive and collaborative team environment.
• Build strong relationships across the team and bank.

Skills

Experience supporting vulnerable customers

Strong communication and listening skills

Confidence in handling customer interactions

Flexible and adaptable approach

Understanding of policies and regulatory requirements

Strong organisational skills

Job description

Business Unit: Customer Support Operations
Salary range: £23,500 - £27,000 per annum DOE+ benefits
Location: UK Hybrid with monthly visits to local HUB Glasgow/Gosforth/Leeds
Contract Type: Various contracts, Part Time & Full-time contracts available

Make a Real Impact as a Customer Support Associate

Our team

We’re excited to offer a rewarding opportunity to join our Customer Support Operations team which covers Bereavement Services, Specialist Support Team and Power Of Attorney—a group dedicated to helping customers with complex needs, such as serious mental health challenges or multiple vulnerabilities, who may struggle to manage their everyday banking. In this role, you’ll provide compassionate, tailored support through both telephony and back‑office channels.

You’ll work closely with internal teams across our stores and contact centres, as well as external partners including third‑party charities, to ensure our customers receive the care and assistance they need. If you’re empathetic, collaborative, and passionate about making a difference, we’d love to hear from you.

What you’ll be doing

• Understanding and responding to the needs of our customers, including those who are vulnerable, by identifying the right support and solutions tailored to their circumstances.
• Collaborating with colleagues across the bank—including stores and contact centres—as well as external third parties such as solicitors and debt charities, to ensure customers receive comprehensive support.
• Recognising when a situation requires specialist input and confidently referring to the appropriate resources.
• Sharing your knowledge and best practices to help others succeed and contribute to a culture of continuous improvement.
• Working respectfully and collaboratively with your team, fostering a supportive environment where everyone is focused on delivering excellent customer outcomes.
• Building strong working relationships across the team and wider bank to ensure a seamless and compassionate customer experience.

We need you to have

• Experience supporting vulnerable customers with empathy and care—asking the right questions and offering meaningful assistance.
• Strong communication and listening skills, with the ability to understand and respond to individual customer situations.
• Confidence in handling customer interactions, whether face‑to‑face or over the phone, in a service or support role.
• A flexible and adaptable approach, ready to meet the changing needs of customers and the business.
• An understanding of the importance of performance and customer satisfaction.
• Awareness of policies and regulatory requirements, and how they apply in a customer support setting.
• Strong organisational skills and the ability to stay motivated and manage your own workload effectively.

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, please 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

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 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.