The Very Group
Job title:
Customer Arrears Support Advisor
Company
The Very Group
Job description
Job Description:About usAbout usWe are and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and wellbeing.About the teamOur award-winning Customer Care Team are at the forefront of our relationship with our customers. We are not only passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture.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.The office is based in Speke (L70) and you will be required to travel to our office throughout your employment.The first 8-12 weeks will be spent from our Speke office for training 5 days per week, then you will work a hybrid pattern thereafter – 2 days per week from the office and 3 days per week from home.About the roleWe have opportunities available on a full and part-time basis. These work on the shift patterns below;Full time – Monday-Friday 12:30-20:00 (35 hours per week)Part time – Monday – Friday 16:00-20:00 (20 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 individual customer needs in a responsible, supportive, and fair manner.You will be;
- Speaking to customers over the phone who have outstanding debt or who have not met payments on their accounts.
- Using a customer-centric approach to offer a bespoke solution to a range of customers with different 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 YouYou don’t have to possess contact centre experience to succeed in this role, as all candidates who join us will go through our training programme. Whilst you will need to be computer literate, we will teach you the systems we use and the skills you will require.To succeed in this role, the most important skills you will require are empathy, emotional intelligence, and resilience. Our customers are so important to our business, even when they are facing difficulty in making payments.
- 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.
- 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 a positive outcome for both parties
- Driven to deliver great service as well as follow through with the solution until the customer is satisfied.
- Be great at planning and organising, whilst understanding the commercial reality of solutions that give accurate information to our customers
Some of our benefits
- Flexible, hybrid working model – after successful completion of your training, and 2 days per week in the office thereafter.
- Inclusive culture and environment, check out
- 23 days holiday + bank holidays.
- Udemy learning platform.
- Bonus potential (performance and business-related).
- Up to 25% discount on Very.co.uk
- Matched pension up to 6%
- More benefits can be found
How to applyPlease note that the talent acquisition team are handling this vacancy directly, and if successful in securing this role, you may be required to undertake a credit, CIFAS and CRB check.What happens next?
Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review. Our interview process is tailored to each role and can be in-person or held remotely.
You can expect a one-stage interview process for this position:There will be an initial screening call with the Talent Acquisition team to discuss you’re your profile and the role in more depth.Formal Interview – An onsite, in person interview. This may be part of group interview or on an individual basis.As an inclusive employer please do let us know if you require any reasonable adjustments.
If you’d like to know more about our interviews, you can find out .Equal opportunitiesWe’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Expected salary
Location
Speke, Merseyside – Liverpool
Job date
Wed, 17 Jul 2024 06:54:07 GMT
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