Customer Support Associate

Job description

We’re excited to offer a rewarding opportunity to join our Customer Support Operations team, which covers Bereavement Services and Power Of Attorney—a group dedicated to helping customers with complex needs, such as serious mental health challenges or multiple vulnerabilities, who may struggle to manage their everyday banking. In this role, you’ll provide compassionate, tailored support through both telephony and back-office channels.

You’ll work closely with internal teams across our stores and contact centres, as well as external partners including third-party charities, to ensure our customers receive the care and assistance they need. If you’re empathetic, collaborative, and passionate about making a difference, we’d love to hear from you.

Working hours for this role are 35 hours per week Monday to Friday, 9am to 5pm.

This is a 12-month Fixed Term Contract.

At [Employer hidden — view at passion-project.co.uk], we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job, you'll be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be monthly in Glasgow, Gosforth or Leeds. If your application is successful, your hiring manager will provide further details on how this works.

Virgin Money is now part of [Employer hidden]

[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

Understanding and responding to the needs of customers, including those who may be vulnerable, you’ll identify the most appropriate support and solutions tailored to their individual circumstances. You will also collaborate with colleagues across the bank, including stores and contact centres, as well as external partners such as solicitors and debt charities, to ensure customers receive comprehensive and well-rounded support. Furthermore, you’ll recognise when situations require specialist input and confidently refer these cases to the appropriate resources.

You’ll need to be comfortable carrying out administration tasks as well as working on the telephone, as this will form an important part of the role.

In addition to this, you’ll contribute to a culture of continuous improvement by sharing knowledge and best practices, helping others to succeed. Working respectfully and collaboratively, you will foster a supportive team environment focused on delivering excellent customer outcomes, while building strong relationships across the wider bank to ensure a seamless and compassionate customer experience.

About you

For this role, you will have/be:

• Experience supporting vulnerable customers with empathy and care—asking the right questions and offering meaningful assistance
• Strong communication and listening skills, with the ability to understand and respond to individual customer situations
• Confidence in handling customer interactions, whether face-to-face or over the phone, in a service or support role
• Comfortable handling administrative tasks
• A flexible and adaptable approach, ready to meet the changing needs of customers and the business
• An understanding of the importance of performance and customer satisfaction
• Awareness of policies and regulatory requirements, and how they apply in a customer support setting
• Strong organisational skills and the ability to stay motivated and manage your own workload effectively

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.