Quality Checker - Virgin Money : Job Details

Business Unit:  Customer Support Operations Salary range: £23,600 - 29,500 per annumLocation:  UK Hybrid with occasional travel to hub (Newcastle, Leeds, Glasgow)

Live up to your potential. Live a life more Virgin.

Our Team

This is an exciting opportunity to join the Risk Operations team where the pace is fast and exciting. Risk Operations brings together operational areas who support customers in their moment of need.  

This could range from a bereavement in the family to supporting customer who have complex needs, for example, a serious mental health issue or multiple vulnerabilities who are unable to manage their day-to-day banking due to this or supporting with issues like house repossession or fraudulent activity.

The Quality Checker role?is critical not only supporting colleagues but also responding to emerging risks which the nature of the work brings with it.? Customer experience is at the heart of everything that Risk Operations do, and we are continually looking for ways to improve this experience through Continuous improvements and customer journeys. 

What you'll be doing

• Conducting call monitoring and reviews of Customer-Colleague communications in line with the Assurance principles and framework
• Responsible for performing quality checking to ensure that our customers receive a fair outcome.
• Providing team members with feedback/guidance to ensure the resolution of issues whilst minimizing disruption to the customer and providing an exceptional customer experience.
• Empowering team members to take ownership to deliver a customer experience that is right first time, every time.
• Ensuring the delivery of quality is embedded within work in line with policy and regulatory requirements, helping to ensure key controls are maintained.
• Effectively communicating the outcome of your investigations, including difficult decisions to the case managers.
• Supporting and driving standardisation through people development and education.
• Pro-actively seeking ideas to improve work and eliminate waste, continuous improvement.

We need you to have

• Experience of delivering work to meet appropriate key performance indicators (customer focused) in an operations environment
• Experience in training and coaching at an operational level, whilst having provided effective feedback to colleagues in relation to customer outcomes
• Practical knowledge of the regulatory environment, and ideally experience with customers who are vulnerable
• A passion for providing an exceptional customer experience
• Excellent communication and influencing skills
• Ability to own your own time effectively to devote maximum time to coaching activities
• Practical knowledge of the regulatory environment, and ideally experience within a Financial Care / Collections team.

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.
• 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.

Feeling insatiably curious about this role? 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 MoneyWe'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, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, ‘Making You Happier About Money.' This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. Be yourself at Virgin MoneyOur 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.  

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 team  

It's important to note that there may be occasions where it's not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. 

Now the legal bitLiving 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.