Complaint Handler

Virgin Money
Full Time, Permanent, Contractual £20,800 - £26,000 Per year Yorkshire and The Humber Virgin Money, 66 Fargate, Sheffield City Centre, Sheffield S1 2HE, United Kingdom
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Overview

Posted:

Business Unit: Customer Experience
Salary range: £20,800 - £26,000 per annum DOE + red-hot benefits
Location: Remote - work from anywhere within the UK

Get ready to Live a Life More Virgin

We are looking to make our customers happier about money by smartly disrupting the status quo of banking. What better way to do that than resolving customer’s complaints, taking a potentially poor experience and turning it into a heartfelt and delightfully surprising experience.

What you’ll be doing

• Providing excellent experiences for customers.
• Balancing customer experience with policy and procedures in order to reach a fair outcome for your customer.
• Reaching and maintaining the required level of competency through continual personal development, keeping up to date with all complaint handling policies.
• Engaging with our customers particularly those who are vulnerable or in financial difficulty.
• Have excellent communication skills and ability to flex your style to suit the customer.

We need you to have

• Strong experience working within a customer service environment and a desire to deliver a brilliant service to customers
• Great time management skills - you won’t be twiddling your thumbs in this role so prepare to be busy…….and empowered!
• Superb problem solving skills and be able to make complex decisions
• The ability to overcome challenges whilst working under pressure
• The ability to work collaboratively to achieve team and department goals

Just to flag

Not sure you’ve all the skills? That's okay – still apply as we value passion and potential so tell us why you’d be great in your application.

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 and free private medical cover
  • Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness 
  • Ability to work anywhere in the UK​ (where the role allows) 

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

Feeling insatiably curious about this role? Apply as soon as you can. 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 Money
We’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.  We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We strive to create positive experiences for our millions of customers and our purpose, ‘Making You Happier About Money’, underpins everything we do. We believe in doing banking differently, innovating and working together to make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money
Our 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.  

Now the legal bit
Living 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. 

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