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Apply now Job no: 104969
Work type: Fixed Term Full Time, Secondment
Location: Leeds City, Head Office - Glasgow, Head Office - Newcastle, Hybrid
Categories: Customer Service

Business Unit: Customer Experience
Salary Range: £24,000 - £30,000 per annum + benefits
Location: Hybrid, some travel required to a hub Glasgow / Gosforth / Leeds
Contract Type: Fixed term contract – 12 months

Our Team
Our purpose is to provide support services across all of Customer Services and Customer Operations, across multi channels, both inhouse and with outsourced partners. We're responsible for ensuring colleagues work to the plan and are scheduled in line with customer demand, working within time regulations and VM principles. We're accountable for managing performance on the day and within a 2-week outlook, ensuring colleagues have adequate development/coaching/team time built into schedules.We empower colleagues by allowing them to self-serve for annual leave, overtime & training where possible. Empowered & happy colleagues provide enhanced customer service.

What you’ll be doing

• Engaging with stakeholders to build strong working relationships.
• Participating in improvement initiatives that contribute to the on-going development of business decisions.
• Supporting the team in maintaining performance.
• Real time monitoring of contacts and workload to ensure customer expectations and performance metrics maintained.
• Planning and managing resources to effectively meet the needs of the business and customer demand.
• Ensuring scheduling of colleagues supports customer demand & employee wellbeing.
• Ensuring resource plans are optimised daily & intraday where required.
• Reforecasting where required to ensure plans are adjusted to maximise efficiency.
• Delivering real time and intraday reporting & recommendations to operational management team.
• Scheduling all offline activity i.e. coaching sessions, 121s, team meetings.
• Approving holiday & time off requests.
• Providing an outlook for day ahead at daily performance meetings with operational team, ensuring approach is cascaded.

We need you to have

• Ability to analyse data and identify trends, advanced user of MS Excel.
• Experience of working to meet KPIs and service level objectives, understanding how these work together.
• Drive and ability to work well under pressure.
• Experienced in verbal and written communication to convey updates and insights used to inform business decisions.
• Ability to think quickly and make & execute decisions under pressure.
• Familiarity with workforce management methodologies & software and data analysis tools.
• Ability to prioritise tasks and manage time effectively.

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.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

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

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.

Virgin Money is so much more than just a bank. As part of theNationwide group,together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.

Be yourself at Virgin Money

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition teamcareers@virginmoney.com

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, 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.

Advertised: 25 Jul 2025 GMT Daylight Time
Applications close: 10 Aug 2025 GMT Daylight Time