Hybrid Customer Advisor — Bereavement Support

EMEA3 Recruitment; Leeds; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

Virgin Money is recruiting a Customer Advisor for a 6-month contract based in Leeds with hybrid working. Training is remote for the first period, then a mix of office and remote work.

You will handle customer cases across telephony and back-office tasks, delivering informed guidance while maintaining compliance within a regulated environment. The role requires strong customer service experience, empathetic communication, and ability to manage a busy caseload with accuracy.

Qualifications

• Experience delivering excellent customer service in fast-paced environments.
• Ability to manage workload independently and take ownership of cases.
• Strong attention to detail and accurate documentation.

Responsibilities

• Handle customer cases across telephony and back-office tasks.
• Engage with mortgage brokers, solicitors, charities and external partners.
• Manage high inbound/outbound calls with accuracy and quality.
• Provide compassionate support to bereavement and vulnerability cases.
• Escalate complex cases to specialist support when needed.

Skills

Customer service

Administration

Organisation

Empathy

Communication

Tools

CRM systems

Job description

Virgin Money is recruiting a Customer Advisor for a 6-month contract based in Leeds with hybrid working. Training is remote for the first period, then a mix of office and remote work.

You will handle customer cases across telephony and back-office tasks, delivering informed guidance while maintaining compliance within a regulated environment. The role requires strong customer service experience, empathetic communication, and ability to manage a busy caseload with accuracy.