Customer Support Associate (Bereavement Services Team)

Business Unit: Customer Operations, Customer Support
Salary range: £23,500 - £27,000 per annum  DOE + red-hot benefits
Location: UK Hybrid with travel to local hub Glasgow/Gosforth/Leeds

Join Our Bereavement Services Team – Make a Meaningful Difference

Are you passionate about helping others during life’s most challenging moments?

As part of our Bereavement Services Team, you’ll play a vital role in supporting customers with compassion and professionalism—both over the phone and behind the scenes in our back-office operations.

We understand how difficult it is to lose a loved one, and our associates are committed to delivering a “best in class” service that makes the process as smooth and supportive as possible. If you’re empathetic, detail-oriented, and ready to make a real impact, we’d love to welcome you to the team.

What you’ll be doing

• Supporting bereaved families with empathy and care by validating documents and closing accounts, ensuring every step of the process is handled smoothly and respectfully.
• Providing specialist guidance and reassurance to customers during a sensitive time, both through telephony and back-office support.
• Engaging with a wide range of contacts including relatives, Funeral Directors, Solicitors, and external agencies to ensure all aspects of the service are coordinated effectively.
• Collaborating within a large, diverse, and supportive team that’s committed to delivering outstanding outcomes for our customers.
• Operating within regulated frameworks to maintain the highest standards of compliance and integrity.
• Adapting to the needs of the department by being flexible and ready to support other areas where our customers need us most.

We need you to have

• A proven strong background in customer service or support roles, with hands-on experience using telephony systems to assist customers.
• Excellent communication and active listening skills, with the ability to understand and respond to customer needs sensitively and effectively.
• A demonstrable ability to provide empathetic support, guiding customers through difficult conversations with care and professionalism.
• An adaptable and flexible approach, ready to support different areas of the department as customer needs evolve.
• The ability to work closely with colleagues to achieve shared goals and deliver exceptional service and a collaborative mindset.
• A clear understanding of performance expectations and a strong focus on customer outcomes.
• Practical knowledge of regulatory frameworks and policies, with the ability to apply them confidently in day-to-day work.

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.