Incident Management Specialist - #1771881

About

Business Unit: Unsecured Lending

Salary range: up to circa £60,000 per annum DOE + red-hot benefits

Location: Hybrid with occasional to Chester hub

Contract type: Permanent

Our Team

Working in the Unsecured Incident team is at the heart of the business, where we keep customers safe when things go wrong. Our Unsecured Lending products are used by over 3 million, who use our products 24/7, everday. The Unsecured Incident team are responsible for overseeing the identification, management, and resolution of business incidents within our Unsecured Lending division. This role ensures minimal disruption to Credit Card and Personal Loan customers, by putting the customer at the heart of every issue from identification through to resolution.

What You’ll Be Doing

• Lead end-to-end incident management for critical business and operational disruptions affecting the Unsecured Lending business, across Credit Card and Unsecured Personal Loan products.
• Act as the primary escalation point for incidents, ensuring timely resolution and minimal customer impact.
• Ensure adherence to the incident response framework, escalating issues to executive leadership and regulators when necessary.
• Provide real-time communication to stakeholders, including root cause updates, impact assessments, and resolution timelines.
• Provide structured and timely updates to customers, ensuring contingency communications are deployed rapidly and adhere to minimum control standards.
• Ensure that any required customer remediation resulting from incidents or operational issues are completed.
• Conduct post-incident reviews (PIRs) to identify root causes and prevent future occurrences.
• Ensure incident management processes comply with FCA, PRA, and Consumer Duty regulations.
  
  

We need you to have

• Proven experience in business incident management, preferably in a financial services or credit card environment.
• Strong understanding of UK regulatory frameworks (FCA, PRA, Consumer Duty) and their impact on incident response.
• Expertise in crisis management, root cause analysis, and risk assessment.
• Ability to work under pressure and lead rapid decision-making during high-impact incidents, and lead of team of Incident Specialists.
• Ability to problem solve and lead complex issue investigations. Experience in leading calls and driving resolution.
• Strong influencing skills; ability to challenge and justify decisions.
  
  

It’s a bonus if you have but not essential

• In depth understanding of Credit Card transaction lifecycle (auths, clearing, settlement), and Credit Card processing.
• Knolwedge of payments networks, with MasterCard preferable.
• Knowledge of best practices for incident management.
  
  

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 [email protected]

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.

• Leeds, England
  
  

Work experience

• Administrative
• General Management
• General Project Management
  
  

Languages

• English