Customer Consultant - Sunderland

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.

Responsibilities

• 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.
• Resolving any queries customers may have with their banking and having conversations to understand the needs of customers, allowing you to propose the best solutions for each individual from our broad range of products and services.
• Working with colleagues across our branches and Digital Experience Centre to ensure customers always have the right person to speak to when they need expert advice.

Core Behaviours

• 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.

Requirements

• Experience in a customer service environment and a desire to deliver simply brilliant experiences to 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.

Benefits

• Access to private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub - access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

Job Info

• Job Identification 2831
• Apply Before 04/21/2026, 10:55 PM
• Locations 43 Fawcett Street, Sunderland, SR1 1SA, GB