The award-winning Customer Care team live and breathe the Very Group values. You will find a group of diverse and inspirational colleagues where collaboration and innovation are embraced and celebrated.
Our Customer Arrears Support Team are at the forefront of our customer care efforts, working to offer our customers solutions when they are in times of financial distress. This team operates through inbound, outbound, and digital channels to contact customers who have either forgotten to pay or need support for long term financial issues.
About the role
The shift for this role is as follows:
Saturday 12:00-18:00, Tuesday 15:00-20:00, Wednesday 15:00-20:00, Thursday 15:00-20:00, Friday 15:00-20:00 (Total - 26 hours per week)
Working within the Customer Arrears Support Team, you will be part of a team that offers solutions to our customers in times of financial difficulty.
This is an ambitious, innovative, and award-winning department working to responsibly deal with customer issues concerning financial arrears. They help to provide solutions and advice to meet the individual customer needs in a responsible, supportive, and fair manner.
Speaking to customers over the phone who have outstanding debt or who have not met payments on their account
Using a customer-centric approach to offer a bespoke solution to a range of customers with differing financial problems
Recovering outstanding customer arrears using problem solving skills
Delivering a positive outcome for the customer in what can be a difficult phone call
Assessing the impact of the solution for The Very Group and working within FCA and FOS guidelines
About You
You’ll be a great communicator, able to create and build rapport with the customer verbally to create a conversation that helps to identify and solve the issue that the customer is facing.
The most important skills for this role are empathy, emotional intelligence and resilience. Our customers are so important to our business, even when they are facing difficulty in making payments.
Adaptable and decisive with the ability to work in a fast-paced environment, thinking quickly about the best solution
Empathetic and patient towards our customers, to allow the formulation of a solution that will deliver positive outcome for both parties
Driven to deliver great service as well as following through with the solution until the customer is satisfied.
Planned and organised and comfortable with understanding the commercial reality of a range of solutions in order to offer the accurate information to the customer
Some of our benefits
Flexible, hybrid working model - after successful completion of your in-house training. 2 days per week in the office and the rest from home
23 days holiday + bank holidays
Bonus potential (performance and business-related)
Up to 25% discount on Very.co.uk
Matched pension up to 6%
More benefits can be found on our career site