Customer Specialist - Cards

Virgin Money
Newcastle Upon Tyne, UK
17 Aug 2019
21 Aug 2019
Contract Type
Full Time
Are customers at your core?

Our Credit Cards business continues to disrupt the market - smashing targets, winning industry awards and delivering for our customers. We're ambitious, and need more brilliant, talented individuals to help us get there.

We have made some tremendous inroads into improving journeys, removing pain points and delivering good outcomes for our customers. There is still more to do as we strive to be best in class. This is why we have a unique opportunity for a Customer Experience Specialist to join the Card Team and help us create brilliant customer interactions. Customers really are at the heart of everything we do, if you share our passion and commitment to our customers, read on...

What you'll be doing:
  • Ensure as an operation, we are performing in an effective, timely manner, achieving all SLA's.
  • Monitoring Real Time Feedback, complaints (including root cause analysis) and other channels, to ensure we continue to deliver a high quality VM customer experience.
  • Act as the Voice of the Customer by creating and evaluating customer feedback, analysing data and building strong business cases for review by senior leaders.
  • Measure customer outcomes and strive for continuous improvement which will involve driving through change.
  • Ensure our customers receive an on brand experience throughout.

What we need from you:
  • We need you to have strong knowledge and experience within a Cards function, with a good understanding of customer processes and procedures.
  • As an engaging individual you will enjoy building relationships and have the gravitas and confidence to work effectively with 3rd party suppliers (internal and external) to Card
  • We need you to have demonstrable experience in reviewing data from multiple sources to create accurate and timely management information; such as, dashboards, KPIs and PowerPoint presentations. You'll use this data to project powerful and captivating stories and insights to stakeholders across the business, so exceptional analytical and communication skills are essential.
  • You'll also be a strategic thinker, with experience of driving forward process efficiencies.
  • With strong business acumen, you'll be able to take a commercial view, whilst keeping a focus on the bottom line customer.

Are you up for the challenge? Apply now!

Our aim is to nurture a skilled, diverse and committed workforce. Regardless of your background, you can share our purpose, reach your potential and be rewarded appropriately for your contribution to our success. Working in a way that enables you to meet your commitments inside and outside of work can be fully supported at Virgin Money. If you currently have a flexible arrangement or are looking for one, tell us! We're happy to talk about it.

Salary - £43,500 - £65,500 plus an excellent range of benefits.

Location - Gosforth or Chester

Contract - Until 1st June 2020

Please be aware that all offers of employment are subject to pre-employment screening checks.

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