Customer Consultant

Job description

Our Customer Consultants play a vital role in serving our Virgin Money customers. In this customer-facing role, you’re the first point of contact. Delivering exceptional service and support with everyday banking needs. Building relationships, solving problems, and making a real difference to our customers’ lives.

Proudly recognised as the UK's best high-street banking provider for customer service, we make a meaningful difference to the lives of customers, communities, and broader society.

As a branch or contact centre colleague, you’ll be part of a team that is leading the way in delivering the levels of service that matter most to our customers. And as we’re owned by our members, not shareholders, we can confidently say that we’re here for our customers. It’s our fundamental difference.

We are looking for a Customer Consultant for our branch in Carlisle, Cumbria.

This role is a 12 month Fixed Term Contract working full-time, 35 hours per week, Monday to Saturday.

If this role is advertised as part-time, the salary will be pro rata.

So, if you’re passionate about making a meaningful difference and truly care about customers, you’re one of us. An advocate for positive change.

Virgin Money is now part of [Employer hidden — view at passion-project.co.uk]

[Employer hidden] acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by [Employer hidden] from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

Your principal role will be welcoming our valued customers to the branch and helping them to use our digital services, as well as educating them to understand the benefits that these services bring.

Additionally, you’ll be resolving any queries customers may have with their banking and having conversations to understand the needs of customers. This will allow you to propose the best solutions for each individual from our broad range of products and services.

Furthermore, you’ll be working with colleagues across our branches and Digital Experience Centre to ensure our customers always have the right person to speak to if and when they need expert advice.

About you

The requirements for this role are:

• Experience in working in a customer service environment, and a desire to deliver simply brilliant experiences for our customers
• Natural curiosity to help you offer the best solutions for our customers
• Great communication skills with a natural ability to engage and build rapport with customers and colleagues
• A flexible and positive approach to meet customer needs and business demands
• Drive and enthusiasm to achieve team goals with pace
• A keen interest in all things digital, with a desire to keep up to date with new technologies

 Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

 You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at [Employer hidden], including:

• 25 days holiday, pro rata
• Access to 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 salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at [Employer hidden].

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At [Employer hidden], you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably [Employer hidden].

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

Once we’ve received your application successfully, we will invite you to the first stage; our online assessments!

Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focussed around what’s important to us in a member facing role at [Employer hidden].

In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what it’s like to work here at [Employer hidden].

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.