Customer Support Associate

Business Unit: Customer Transformation & OperationsSalary range: £22,000 - £24,500 per annum DOE + red-hot benefitsLocation: Hybrid with occasional travel to a Hub (Leeds, Gosforth, Glasgow)

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

Our Team

Our associates ensure that our customers receive a "best in class" service at a time when they need us most. We know it's a difficult time when you lose a loved one, so we'll do our best to make this process as easy as we can. This can be you too - joining the Bereavement Services Team.

What you'll be doing

• Validating documents and closing deceased customers account while supporting the family members at every step of the process.Providing specialist bereavement support.
• The role involves considerable contact with relatives and those associated with our late customer, Funeral Directors, Solicitors and relevant outside agencies.
• Working as part of a large and diverse team where everyone works together to achieve an excellent customer outcome.
• As we're a regulated organisation, we need you to work within the appropriate regulatory frameworks we follow.
• Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us.

We need you to have

• Strong experience in a customer service or support roles, either face to face or over the phone.
• Excellent communication and listening skills.

• Proven track record of assisting vulnerable customers by asking questions and providing support..

• Excellent IT skills including the use of Microsoft packages.
• Experience of delivering on promises.
• Flexible approach to suit the needs of customers & business.
• Collaborative teamwork, working together to provide excellent customer service.
• Familiar with the need for performance orientation and customer focus.
• Practical knowledge and understanding of policy and regulatory requirements/framework.

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. 

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

Feeling insatiably curious about this role? 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 MoneyWe'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, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, ‘Making You Happier About Money.' This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. Be yourself at Virgin MoneyOur 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 bitLiving 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.