Business Unit:  Fraud Operations
Salary range: circa £58,400 - £73,000 per annum DOE + red-hot benefits
Location:  UK Remote with occasional travel to hub

Don’t settle for dull. Live a life more Virgin.
Our Team
Our specialist Fraud Operations team go the extra mile to provide customers with the help they need. To join them you’ll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem.  Your primary role is to provide oversight and enhance the performance of our Fraud Operations Contact Centre.  You’ll be continually looking for ways to improve service and the value we extract from our supplier relationships through continuous improvement and reviewing customer journeys.
Even though there may be some challenges you’ll face there’ll will be plenty of opportunities to make memorable experiences for our customers - something that our team are extremely passionate about and an extremely rewarding part of the role. You’ll be an ambassador for Virgin Money - balancing the need to follow policy with our desire to provide unrivalled customer service.
What you’ll be doing
*Driving the development and optimisation of performance insights through reporting, analytics and investigation
*Interpret data, identify trends and patterns in performance and turn insight into action plans
*Developing and track KPIs for the Fraud Operations Contact Centre and work collaboratively to improve metrics to drive good customer outcomes.
*Building internal stakeholder engagement at all levels to ensure fraud service delivery performance measures and improvement activity, is visible and recognised across the business.
*Working with Fraud Service Delivery to build a cost-effective function, which is focussed on seamless journeys for customers and efficient operational processes, building an agile and future proof business.
*Supporting capacity planning and forecasting to drive the interlock process between system changes and resourcing.
*Providing subject matter expertise as required.
*Getting basics right, focusing on the detail and work to a high degree of accuracy.
We need you to have
*Substantial strong experience of working within a Contact Centre environment
*Established experience of working in a tactical and/or strategic planning team
*Proven track record of delivering results particularly in customer service/experience
*Excellent analytical and problem-solving abilities, with the capacity to make data-driven decisions in a fast-paced environment
*High motivation and proactive with a passion for delivering best in class experiences for customers
*A natural ability to connect with stakeholders at all levels and communicate effectively to influence decisions
*The capability to holistically review problems and implement better solutions.
It’s a bonus if you have but not essential
*Knowledge of fraud typologies within a retail banking context
*Previous experience of leading a team within a contact centre environment
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.
Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.
We’re all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we’re a workforce to be reckoned with, and we’re putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people’s lives. We’re customer-obsessed and work tirelessly to deliver on our purpose, ’Making You Happier About Money.’ This means we’re able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. 

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  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
It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. 
Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but 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.