About Company
Virgin Money is a UK-based bank known for its customer-centric approach and unwavering commitment to making banking simpler and more rewarding. As a proud part of the Virgin Group, we champion a different, more human way of doing business, combining innovative digital services with a personal touch. We focus on empowering our customers to achieve their financial goals through a comprehensive range of products including current accounts, savings, mortgages, and credit cards. Join us and be part of a brand that’s always looking to make a positive impact.
Job Description
This is an urgent hiring for a dynamic Customer Service Advisor to join Virgin Money in Downtown, Westfield. As a vital member of our customer-centric team, you will be the first point of contact for our valued customers, providing exceptional support and guidance across a comprehensive range of banking queries. This role is perfect for an empathetic, proactive individual passionate about delivering outstanding service and contributing to a consistently positive customer experience. You’ll handle inquiries efficiently and effectively via various channels including phone and email, resolving issues with precision while adhering strictly to company policies and regulatory requirements. We are specifically looking for someone who can quickly adapt to new challenges, possesses a keen eye for detail, and thrives in a fast-paced, collaborative environment. This urgent opening means we’re keen to onboard talented individuals who are ready to hit the ground running and make an immediate impact on our customers’ financial journeys. Virgin Money prides itself on fostering a supportive and inclusive work environment where every team member feels valued, empowered to grow, and encouraged to bring their authentic self to work. We invest in our people through continuous training and development opportunities, ensuring you have the tools and knowledge to excel. If you’re looking for a role where you can genuinely help people, build meaningful relationships, and forge a rewarding career in the exciting financial services sector, this is your unparalleled opportunity to join a brand that champions a different way of banking.
Key Responsibilities
- Provide exceptional customer service, responding to inquiries and resolving issues efficiently and courteously.
- Handle a high volume of inbound calls and emails from customers regarding their accounts, products, and services.
- Accurately record customer interactions and maintain detailed records in the CRM system.
- Identify customer needs and proactively offer relevant solutions or products, where appropriate, to enhance their financial well-being.
- Adhere strictly to all company policies, procedures, and regulatory guidelines (e.g., GDPR, FCA) to ensure compliance and customer protection.
- Collaborate effectively with team members and other departments to ensure seamless customer experience and timely problem resolution.
- Continuously develop product knowledge and stay updated on service changes, promotions, and new offerings.
- Contribute positively to a cohesive team environment and uphold Virgin Money's core brand values.
- Escalate complex issues to senior colleagues or specialist teams when necessary, ensuring customers receive expert support.
Required Skills
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a customer-first mindset.
- Empathy, patience, and active listening skills when dealing with diverse customer needs.
- Proficiency in using computer systems and navigating various software applications simultaneously.
- Ability to work effectively in a fast-paced, target-driven environment.
- High level of accuracy and meticulous attention to detail.
- Resilience and ability to handle challenging customer interactions professionally and calmly.
Preferred Qualifications
- Previous experience in a customer service role, preferably within banking or financial services.
- Knowledge of Virgin Money products and services.
- Experience with CRM software and call centre technologies.
- GCSEs in Maths and English (or equivalent) at grade C/4 or above.
Perks & Benefits
- Competitive salary package with regular reviews.
- Generous annual leave entitlement, starting at 27 days plus bank holidays.
- Comprehensive pension scheme with employer contributions.
- Private medical insurance options.
- Life assurance cover.
- Exclusive employee discounts on Virgin Group products and services.
- Extensive opportunities for professional development and clear career progression pathways.
- An inclusive and supportive work environment that values diversity.
- Access to employee wellbeing programmes, including mental health support.
- Modern office facilities designed for collaboration and comfort.
How to Apply
To apply for this exciting opportunity and become a part of the Virgin Money team, please click on the application link below. We encourage you to submit your updated CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to receiving your application!