Business Unit: Customer Support

Salary Range: £23,500 - £26,000 per annum DOE + Benefits

Location: UK hybrid - Leeds/Gosforth/Glasgow

Our Team

Our Fraud Detection Team goes the extra mile to provide customers with the help they need to manage their financial situation. To join them, you'll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You'll primarily help customers who have been victims of fraud, which involves tough conversations, but your resilience and empathy will support those who need it most.

Despite the challenges, you'll have opportunities to create memorable experiences for customers—something our team is passionate about and finds rewarding. You'll need to be a great listener, patient, and demonstrate a caring manner. It's vital you get the basics right, focus on detail, and work accurately. You will be an ambassador for Virgin Money, balancing policy adherence with delivering exceptional customer service.

We are recruiting for a September or October start date. Please only apply if you can commit to this timeframe. Note that no annual leave will be permitted during the first two months of training.

What You'll Be Doing

1. Playing a key role within our operation to deliver valuable service and enhance customer satisfaction.
2. Working flexibly within operating hours of 8:00am to 7:30pm Monday to Friday, and Saturday 9:00am to 5:00pm.
3. Providing excellent customer experience while ensuring sustainable and affordable solutions.
4. Supporting customers in or approaching financial difficulty and potential victims of fraud or scams.
5. Demonstrating insatiable curiosity to find the best solutions for customers and the company.
6. Liaising with third parties to ensure full customer support based on best practices.
7. Summarising key information through effective probing and active listening, within policy frameworks.
8. Confidently challenging rules when necessary to achieve positive outcomes.
9. Working within regulatory frameworks as a regulated organisation.
10. Being emotionally resilient, honest, and supportive of colleagues, especially during tough times.

What We Need You To Have

• Strong customer service experience—telephony or face-to-face.
• Proven ability to work in fast-paced environments.
• Inquisitive mindset—asking questions, challenging norms, negotiating solutions.
• Proficient communication skills with a sincere customer focus.
• A caring, positive attitude with a passion for exceeding customer expectations.
• Ability to multitask—listening to customers while reviewing information.
• Experience and confidence in dealing with customer behaviours.

Nice to Have (but not essential)

• Experience in frontline customer-facing telephony roles.
• Knowledge or experience in fraud.
• Experience supporting vulnerable customers.

Red Hot Rewards

• Generous holidays—38.5 days annual leave including bank holidays, with options to buy more.
• Up to five extra paid well-being days per year.
• 20 weeks paid, gender-neutral family leave (total 52 weeks) for expectant or adopting parents.
• Market-leading pension.
• Free private medical cover, income protection, and life assurance.
• Flexible benefits including Cycle to Work, wellness assessments, and critical illness cover.

These benefits start from day one. Apply promptly as the role may close early if interest is high.

Say hello to Virgin Money

Virgin Money is more than just a bank. Part of the Nationwide group, we're the UK's first full-service mutual bank serving millions. Our purpose is "Banking but fairer, more rewarding, and for the good of society". Join us to make a difference in customers' lives, communities, and society, and enjoy a collaborative, customer-focused, and rewarding career.

Be yourself at Virgin Money

We celebrate diversity, foster fun, and include everyone as we pursue our purpose: "Banking - but fairer, more rewarding, and for the good of society". We are committed to an inclusive culture and removing obstacles to inclusion. Contact our Talent Acquisition team for reasonable adjustments during your application process.

Please note: We may prioritize candidates whose skills and experience align most closely with the role if we receive high applications, while ensuring fair consideration for all.

The legal bit

Some roles allow remote work across the UK, but you must have the right to work in the UK. Successful candidates will need to complete pre-employment checks including credit, criminal record, and references. Additional checks may apply for certain roles.