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.

• 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.

• 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.

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

• 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.

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