Customer Advisor

Enjoy helping customers and building new skills?

If you're looking to gain valuable customer service and administration experience with the UK's best bank, as voted by Forbes 2026, this could be a great opportunity for you.

On behalf of Virgin Money
, AMS are seeking a Customer Advisor for a 6-month contract
, working within our Customer Support Operations team, at our office at Jubilee House, Gosforth, Newcastle upon Tyne NE3 4PL
.

Our Bereavement Services and Power of Attorney teams provide specialist support to customers and their representatives when they need us most. In this role, you'll manage a varied and often complex caseload, handling both telephony and back-office activities while delivering exceptional customer outcomes within a highly regulated environment.

We're offering a £14.29 hourly rate
, working a total of 35 hours per week, Monday to Friday, 9am to 5pm.

Hybrid Working

During the training period, you'll work fully remote, Monday to Friday, 9am to 5pm.

At Virgin Money and Nationwide, we support an at-home working approach wherever possible, giving you the flexibility to do your best work from home for the majority of your time. Following the training period, you'll be required to attend the office for approximately 40% of your working week, with the remaining 60% worked remotely.

What you’ll be doing

You'll take ownership of customer cases, working closely with colleagues across the bank, solicitors, charities, and other external partners to ensure every customer receives the support, guidance, and care they need.

If you're highly organised, thrive in a fast-paced environment, and combine excellent attention to detail with genuine empathy, we'd love to hear from you.

• Act as a key point of contact for mortgage brokers, building positive and professional relationships through every interaction.
• Taking full ownership of customer enquiries and cases, seeing them through to resolution while delivering positive customer outcomes.
• Managing a high volume of inbound and outbound calls, alongside a busy caseload, whilst maintaining accuracy and quality.
• Supporting customers who may be experiencing bereavement, vulnerability, or other life-changing circumstances, providing compassionate and personalised support.
• Working within a regulated environment, ensuring all activities are completed accurately and in line with policies, procedures, and regulatory requirements.
• Collaborating with colleagues across branches, contact centres, and specialist teams, as well as external organisations such as solicitors and charities.
• Identifying customer needs and tailoring solutions to their individual circumstances.
• Escalating complex cases appropriately and engaging specialist support where required.
• Building strong relationships with internal and external stakeholders to create a seamless customer experience.
• Sharing knowledge and best practice to support continuous improvement and team success.

About you

We’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because our membership is made up of many kinds of people and we want our colleagues to be just as diverse.

• Experience delivering excellent customer service in a fast-paced operational, contact centre, or regulated environment.
• A strong sense of ownership and accountability, with the ability to manage your workload effectively and independently.
• Excellent attention to detail, ensuring customer information and case activity are processed accurately.
• Confidence managing multiple priorities, high call volumes, and complex cases while maintaining quality standards.
• Strong communication and listening skills, with a natural…