Customer Experience Service Adviser; Digital Experience Service Adviser

Business Unit: Digital Experience Centre
Salary Range: £25,250 per annum DOE+ benefits
Location: UK Hybrid - Gosforth / Glasgow area with some remote working
Contract Type: Permanent / 35 Hours Full Time

✨ We’re buzzing about the year ahead — so much so that we’re hiring now for our 13th April 2026 intake!
Don’t miss out — come and be part of the Virgin Money family. ❤️

Are you ready to embark on an exciting journey with Virgin Money? As a Digital Service Advisor, you'll play a pivotal role in creating rewarding relationships with our customers over the phone. Your mission: to support our customers in accessing our innovative products, services, and digital solutions through inbound conversations. You'll be the friendly voice of Virgin Money, delivering heartfelt service every day.

• Be the Voice of Virgin Money, Guide customers over the phone, offering extra help and sharing how they can use our digital solutions.
• Empower Customers, From navigating mobile and online banking to addressing everyday queries, you'll help customers feel confident in managing their finances.
• Assist our Vulnerable Customers By identifying customers who may be vulnerable, you’ll provide them with the relevant support and where necessary record any support needs to ensure we are mindful and aware of their needs moving forward.
• Deliver Exceptional Service, If customer service and doing the right thing are your passions, we want you on our team!
• Having brilliant inbound conversations, Develop skills to deliver the right outcomes for our customers.
• Build Rapport, Use your excellent communication skills to understand and help customers.
• Discover Solutions, Ask the right questions to explain our products, services, and digital applications in a way customers understand.
• Thrive in a Fast-Paced Role, Contribute to the overall performance of the department as a keen team player.

• Strong experience of working within a fast paced, technology-led customer service environment.
• Impeccable communication with experience of making in the moment decisions within a Contact Centre environment.
• Proven track record of assisting vulnerable customers by asking questions and providing support.
• A caring, positive attitude with a genuine desire to exceed our customers’ expectations.
• A flexible and positive working approach to suit customer needs and business demands.
  
  Experience of using Microsoft office applications.

It’s a bonus if you have but not essential

• Some financial services experience
• Knowledge of banking products

Rotational shifts including weekend work (8am-8pm)

Enjoy the best of both worlds with our hybrid approach, combining office time in Newcastle (Gosforth) and Glasgow with generous home working options. We value our time together to solve problems, learn, and stay connected.

• 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…