Customer Experience Service Adviser

Business Unit

COO Digital Experience Centre

23500 - 25000 per annum DOE benefits

UK Hybrid - Gosforth / Glasgow area with some remote working

Permanent

Were buzzing about the year ahead so much so that were hiring now for our 2nd & 23rd February 2026 intakes!

Dont miss out come and be part of the Virgin Money family.

Are you ready to embark on an exciting journey with Virgin Money This is a great role dont be confused by the job title Digital Experience Service Advisor we arent looking for a techie person its a call centre / customer service this role youll 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.

Youll 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 youll help customers feel confident in managing their finances.

Assist our Vulnerable Customers By identifying customers who may be vulnerable youll 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

Its a bonus if you have but not essential

Some financial services experience

Knowledge of banking products

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 which increases 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 in the event of your death.
• Up to 2 days of paid volunteering a year

If were 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 grouptogether were the UKs 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 youll 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.…