Digital Experience Service Adviser

at  Virgin Money

Business Unit: COO, Digital Experience Centre
Salary range: £22,000 - £23,000 per annum
Location: Hybrid – Gosforth / Glasgow area with some remote working
Contract Type: Permanent
Be the voice we need. Live a life more Virgin.
Are you ready to be at the forefront of digital banking innovation? As a Digital Service Advisor, you’ll play a key role in revolutionising how our customers interact with our mobile and online banking platforms. From troubleshooting in-app queries to guiding customers through digital solutions you’ll be their go-to expert, empowering them to navigate our tech-driven services with confidence.
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 have plenty of meaningful conversations, listening carefully to understand each customer needs. While some may need a little extra support, you’ll be the trusted go-to person to help them with patience and reassurance. By educating and enabling our customers to make the most out of their digital experience you’ll make sure being online never felt so good!
So, if you’re customer obsessed with a love for using digital platforms, this role could be the one for you…

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.
• Making informed decisions to resolve any queries customers may have with their day-to-day online banking. Balancing digital driven solutions with personal support.
• Having great heartfelt conversations to understand our customers’ needs and desires, including vulnerable customers, to find the best solution for them.
• Working with colleagues across our contact centres so customers always have the right person to speak to.
• Continuously improving the digital journey by staying updated on the lates digital trends and tools, providing customers with the most relevant and up to date guidance.

We need you to have:

• 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

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 careers@virginmoney.com
It’s important to note that there may be occasions where it’snot 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 disabledand 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

• 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.
• Making informed decisions to resolve any queries customers may have with their day-to-day online banking. Balancing digital driven solutions with personal support.
• Having great heartfelt conversations to understand our customers’ needs and desires, including vulnerable customers, to find the best solution for them.
• Working with colleagues across our contact centres so customers always have the right person to speak to.
• Continuously improving the digital journey by staying updated on the lates digital trends and tools, providing customers with the most relevant and up to date guidance