Customer Consultant – Leeds Moortown

As a Customer Consultant at the Virgin Money (Nationwide) branch in Leeds Moortown, Yorkshire, you’ll support customers in person and over the phone, handling everyday transactions, answering queries, and guiding them to banking services and digital tools.

Role: permanent, full‑time, 35 hours per week (Monday to Saturday). Training lasts three weeks – no holiday during the training period. Start date confirmed upon offer.

Benefits

• 25 days holiday per year, increasing to 30 over time; option to buy up to 10 extra days each year
• Wellhub access for health and wellness options
• Up to 2 days of paid volunteering per year
• Ongoing training and development
• Annual performance‑related bonus
• Private medical insurance
• Competitive pension scheme
• Life assurance
• Additional benefits through salary sacrifice scheme

Responsibilities

• Welcome customers into the branch, understand their needs and offer trusted, friendly help
• Handle a range of transactions and queries accurately, keeping customer needs, security and fairness front of mind
• Help customers get the most from our digital services, making banking easier, simpler and more accessible
• Guide customers through banking products and services that are right for them
• Work closely with colleagues in a busy branch environment, supporting one another to deliver excellent service at peak times
• Follow processes, spot potential issues and, where necessary, raise concerns to protect customers

Qualifications & Skills

• Passion for customer service; banking experience not required
• Ability to build confidence and trust with customers in busy or complex situations
• Patience, empathy and strong people skills to understand customer needs
• Comfortable working in a fast‑paced environment with shifting priorities
• Calm under pressure, adaptable and positively minded about change
• Confidence using technology and digitally savvy
• Team player who understands customer experiences are built through strong collaboration
• Clear, natural communication across face‑to‑face, phone and digital channels
• Ownership mindset, acting with care and integrity to protect customers and their money
• Motivated to learn, grow and develop banking knowledge over time

Customer‑First Behaviours

• Feel what customers feel – empathise with customer feedback to guide decisions
• Say it straight – honest, direct communication in plain language
• Push for better – challenge the status quo and drive continuous improvement
• Get it done – prioritise impact, act decisively and take accountability for delivery

We’re a mutual owned by our members – we share profits with them and put their needs first.

We are Disability Confident Level 3 Leaders, committed to fostering an inclusive environment where all can thrive.

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