Team Manager

Business Unit: Digital Experience Centre
Location: Hybrid with occasional travel to Newcastle or Glasgow hub
Salary: £25,600 - £32,000 DOE per annum plus great benefits 

Our Team

We’re excited to offer an incredible opportunity to join our Digital Experience Centre as a Team Manager in Savings. This role is all about leading with purpose—where you and your team will be champions of providing our customers with Simply Brilliant Experience in line with The Standard, in every customer interaction. If you're self-motivated, enthusiastic, and passionate about creating exceptional customer outcomes, we want to hear from you! Our vision is to win industry awards in the coming year, by excelling in the role we play helping our customers.   We’re looking for inspirational leaders who can create this vision within their team and are passionate about supporting colleagues to help savings customers manage their accounts digitally while also providing the voice where customers need more support with their banking needs.

What you'll be doing 

• Leading, coaching, and inspiring a diverse team of talented colleagues.
• Embedding The Standard in every interaction—ensuring our customers receive a seamless, right-first-time experience.
• Creating a culture where the Simply Brilliant Experience is second nature.
• Living and breathing our ‘Life More Virgin’ principles, and encouraging others to do the same.
• Fostering a positive, inclusive, and high-performing team environment.
• Supporting colleague wellbeing and ensuring the right support is always in place.
• Monitoring performance and customer outcomes, identifying training needs and development opportunities.
• Driving team and individual success through clear goals and ongoing support.
• Keeping people leader tools and records up to date.
• Leading a culture of continuous improvement to boost operational efficiency and customer satisfaction.
• Providing expert guidance and technical support to your team.

We need you to have

• Financial services experience working in a FCA/PRA regulated environment.
• Contact Centre experience working in a telephony function.
• Strong stakeholder engagement skills across all levels.
• Excellent communication and coaching abilities.
• A passion for delivering outstanding customer experiences, every time.
• Resilience and drive to succeed in a fast-paced environment.
• Ability to deliver short- and medium-term objectives with clarity and focus.
• Skilled in resource management to meet evolving customer needs.

It’s a bonus if you have but not essential

• Experience in people management and coaching at colleague level.
• Exposure to supporting change delivery.
• A working knowledge of Operations Excellence principles.

Why Join Us?

• This is more than just a leadership role—it’s a chance to shape the future of customer experience in Savings. You’ll be part of a team that’s passionate about doing things differently, where The Standard isn’t just a benchmark—it’s our way of working.

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. 

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.  

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of the Nationwide 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 team careers@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.