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 Virgin Money branch in Leeds, West Yorkshire.

This role is a 9-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 Nationwide

Nationwide 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 Nationwide from day one, delivering real impact and benefit ting 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.

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.

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.

There are all sorts of…