Fraud Contact Centre Team Manager

Business Unit: Customer Support
Salary range: £26,400 - £33,000 per annum DOE + Benefits
Location: UK Hybrid with occasional travel to hub
Contract type: Permanent, Full Time 

Our Team

Fraud Operations brings together operational areas who delightfully support customers in their moment of needs This could range from speaking to a customer about an interrupted transaction to a customer who has been the victim of a complex scam.  The Team Manager role is critical not only supporting colleagues to be the best they can be but also responding to emerging risks which the nature of the work brings with it. Customer experience is at the heart of everything that Fraud Operations do, and we are continually looking for ways to improve this experience through continuous improvements and customer journeys.

What you’ll be doing

• Supporting a team culture that gives optimal service and helps build customer loyalty / advocacy.
• Leading and promoting a Continuous Improvement culture to increase operational effectiveness.
• Understanding and meeting the needs of customers and ensuring team focus is on the customer outcomes in all aspects of processing.
• Ensuring the delivery of quality is embedded within work in line with policy and regulatory requirements, helping to ensure key controls are maintained.
• Coaching and developing staff to drive forward our operational excellence agenda.
• Analysing demand data to understand type, frequency and variation in demand and using it to eliminate waste and drive future improvements.
• Dealing with any issues or complaints, using root cause analysis and team-based problem solving to arrive at solutions and improved ways of working.
• Leading and improving on the Continuous Improvement culture and support team members in owning local continuous improvement initiatives.

We need you to have

• Experience working in a Fraud team
• Experience in working/looking after a telephony based team 
• Experience in delivering improvements in capability – both for individuals and teams.
• Track record of helping to deliver significant change.
• Experience of process re-design and improvement.
• Proven track record of training and coaching at operational level.
• Proactive thinking and advocate of Continuous Improvement best practice.
• Practical knowledge of Policy and the regulatory environment as applicable to Financial Services regulatory SLA’s.
• Familiar with basics of work planning, resource balancing, capacity management and intra-day management of operations.

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.