Customer Support Associate

Business Unit: Financial Care Operations

Salary Range: £23,500 - £27,000 per annum DOE + benefits

Location: UK Hybrid with occasional travel to hub – Glasgow / Leeds

Contract: Permanent

Our team

We are recruiting into our Small Business Financial Care Team (SBFCT) to give our customers the top-class level of service they deserve and expect. Looking after our customers is a key priority for us so when the moment comes to support our customers in their hour of need, we are looking for a Customer Support Associate to deliver a fantastic level of customer service.

We are looking for someone who has a passion for providing exceptional service and support, while helping customers to manage their financial situation to make memorable customer experiences; and taking the time to make sure our customers have the right solution to suit their needs. We\'re looking for a self-motivated passionate and empathetic individual, who is ready to make a real difference.

What you’ll be doing

• Playing a key part within our SBFCT Administration Team, providing an excellent customer experience.
• Supporting the management of workflow mailboxes ensuring all queries and instructions are responded to accurately and timeously.
• Assisting Relationship Managers with administration and follow-up activities.
• Talking with customers to understand their circumstances and as appropriate provide support to those that are either vulnerable, in or approaching financial difficulty.
• Helping with activity to efficiently pass customer details to our collections partners and working with collection partners to resolve queries and escalations.
• Liaising with the wider SBFCT to ensure that our customers are fully supported and receive a service based on best practice.
• As we\'re a regulated organisation, we need you to work within the appropriate regulatory frameworks.
• Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us.

We need you to have

• A proven track record of providing strong customer service experience to exceed our customers’ expectations.
• Previous experience supporting customers in or approaching financial difficulty.
• Experience of Business banking, including a good knowledge of our business products & services.
• Excellent and accurate verbal and written communication skills with the ability to influence and impact at all levels.
• A passion for detail, accuracy, and creativity; channelling your energy and ideas into innovative solutions for our customers and colleagues.
• Effective communication and rapport building skills to allow you to support the team and our customers.

It’s a bonus if you have but not essential

• Previous experience of using key systems e.g., Business Lending Platform & Debt Manager.

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.

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 careers@virginmoney.com

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.

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