Digital Experience Service Adviser

Newcastle Upon Tyne, Tyne And Wear
Virgin Money

Business Unit: Customer Experience Salary range: £22,000 – £23,000 per annum?DOE?+ red-hot benefits Location: Remote – work from anywhere within the UK

Don’t settle for dull. Live a life more Virgin.

Our Digital Service Advisers are the voice of Virgin Money and are crucial in supporting and delivering a heartfelt service to our customers daily.? You’ll be a key Virgin Money Ambassador with passion for living our values and making magic happen for our customers.

We’re also transforming how we work, offering our colleagues more choice, control, and flexibility to live and work how they choose with A Life More Virgin.

What you’ll be doing

• Helping our customers over the telephone to use digital services (mobile app and online banking), educating them to understand the great benefits digital brings and guiding them through the process.
• Resolving any queries customers may have with their banking which can bring challenge and reward.
• Having great heartfelt conversations to understand our customers’ needs and desires, including vulnerable customers, to find the best solution for them.
• Working with fabulous colleagues across our contact centres so customers always have the right person to speak to.
• Rotational shifts including weekend working.

We need you to have:

• Strong experience of working within a fast paced, technology-led customer service environment.
• Experience of using Microsoft office applications
• 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 flexible and positive working approach to suit customer needs and business demands.
• Genuine enthusiasm to work with your team to achieve collective goals in a timely way.
• A caring, positive attitude with a genuine desire to exceed our customers’ expectations. We’d love you to have
• Some financial services experience.
• Knowledge of banking products.

Red Hot Rewards

• Generous holidays – 38.5 days annual leave (including bank holidays and prorated if Part-Time)?plus the option to buy more.
• Up to five extra paid well-being days per year.
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.?
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
• Ability to work anywhere in the UK (where the role allows)?

And there’s no waiting around, you’ll enjoy these benefits from day one.

Feeling insatiably curious about this role??Apply as soon as you can. If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We’re all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.? As a full-service digital bank with a heritage stretching back over 180 years, we re a workforce to be reckoned with.? We’re putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people’s lives. We strive to create positive experiences for our millions of customers and our purpose, ‘Making You Happier About Money’, underpins everything we do. We believe in doing banking differently, innovating and working together to make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.? We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.

As a Disability Confident Leader, we’re committed to removing any obstacles to inclusion.? If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team

It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.

Now the legal bit Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we’ll need you to confirm you have the right to work in the UK.

If you’re successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years’ worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks -?we’ll ask for six years of regulatory references, and once in the role, you’ll be subject to periodic employment checks.?