Virgin Money has launched a new training program designed to equip its 4,000 customer-facing employees with the skills needed to support customers experiencing financial and mental health challenges. This initiative comes as research reveals that 80% of Brits feel more worried about their finances now than five years ago.
Developed in collaboration with mental health charities Mind and SAMH (Scottish Action for Mental Health), the program aims to help employees engage in meaningful conversations with customers struggling with money worries. The five-module training covers key areas such as understanding mental health, conducting sensitive discussions, and recognizing when to escalate welfare concerns. Employees will also receive guidance on maintaining their own wellbeing while supporting others.
Research highlights the impact of financial stress on mental health
Research commissioned by Virgin Money highlights the growing impact of financial stress, with 52% of adults experiencing anxiety, 45% reporting stress, and 27% feeling depressed due to money concerns. Rising household bills and the cost of living remain major sources of worry, with 66% of respondents fearing further price increases.
To mark the launch, Virgin Money hosted a workplace wellbeing event at its Bothwell Street office in Glasgow, featuring training sessions, discussions on stress management, and consultations through SAMH’s Wellbeing on Wheels initiative. Employees also shared best practices for supporting customers and managing personal wellbeing.
Supporting customers through financial and mental health challenges
Syreeta Brown, Virgin Money’s group chief people and communications officer, emphasized the importance of open conversations and practical support in addressing financial and mental health concerns. Representatives from SAMH and Mind echoed this sentiment, highlighting the critical role financial institutions play in supporting their customers.
By providing employees with the right tools and knowledge, Virgin Money aims to create a more supportive environment for customers navigating financial difficulties.
