Our Customer Consultants play a vital role in serving 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.
Virgin Money is recognized as the UK’s best high‑street banking provider for customer service. We operate as a member‑owned organisation, prioritizing our customers over shareholders.
The role is a permanent, full‑time position, 35 hours per week, Monday to Saturday. If advertised part‑time, salary is pro‑rata.
Job Overview
As a branch or contact centre colleague, you’ll be part of a team leading the way in delivering the levels of service that matter most to our customers. You will welcome valued customers, help them use our digital services, educate them on the benefits of these services, resolve queries, and propose suitable solutions from our range of products and services.
Responsibilities
- Welcome customers to the branch and provide assistance with everyday banking needs.
- Help customers use digital services and educate them on the benefits they offer.
- Resolve customer queries and propose appropriate solutions.
- Collaborate with colleagues across branches and the Digital Experience Centre to ensure customers have the right expert advice.
Qualifications
- Experience in a customer service environment and a desire to deliver brilliant customer experiences.
- Natural curiosity and strong communication skills to engage and build rapport with customers and colleagues.
- A flexible, positive approach to meet customer needs and business demands.
- Drive and enthusiasm to achieve team goals with pace.
- Interest in digital technologies and a willingness to keep up to date with new developments.
Customer‑First Behaviours
- Feel what customers feel – Empathize with customers and use their feedback to guide decisions.
- Say it straight – Speak honestly and directly, sharing diverse perspectives to reach the best conclusions.
- Push for better – Challenge the status quo and pursue continuous improvement.
- Get it done – Prioritize high‑impact actions, make decisive choices, and take accountability for delivering excellent outcomes.
Benefits
- Private medical insurance.
- Highly competitive pension scheme.
- Annual performance‑related bonus.
- Training and development programmes.
- Additional benefits through salary sacrifice scheme.
- Life assurance coverage.
- Wellhub – health and wellness options.
- Up to two days of paid volunteering per year.
Job Info
- Job Identification 3715
- Apply Before 06/11/2026, 10:55 PM
- Location: 1 Bank Street, Falkirk, FK1 1NB, GB
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