About us We are The Very Group 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 Very.co.uk 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 team Our Customer Care Team are at the forefront of our relationship with our customers and we're passionate about achieving the right outcome for them. The Customer Arrears Support Team work to offer our customers solutions when they need them most. The team works through inbound, outbound, and digital channels to speak with customers who have either forgotten to pay or need support with longer-term financial issues. 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: 2 days per week from the office and 3 days per week from home. About the role We have full time positions available, working Monday-Friday 12:30-20:00 (35 hours per week). You'll be joining our Customer Arrears Support Team, where you’ll speak with customers who may be struggling financially. You’ll help them find solutions that work for them, offering support with compassion. The team focus on providing solutions and advice to meet customer needs in a responsible, supportive, and fair manner. What you'll do: Speak with customers over the phone Listen with empathy and offer tailored solutions to customer's circumstances Help to resolve/recover missed payments in a fair and supportive way Work within FCA and FOS guidelines to ensure responsible outcomes Put the customer at the heart of your decision making About You If you’ve worked in care, retail, or any customer-facing role, you already have the skills that matter most: Empathy – understanding people’s needs Resilience – staying calm under pressure Communication – building trust and rapport We’ll teach you the rest. No contact centre experience needed—just a desire to help people. Confident communicator – able to build trust and guide conversations Quick thinker – comfortable solving problems in a fast-paced setting Empathetic and patient – especially when customers are facing tough situations Service-driven – committed to seeing things through and making a difference Organised and practical – able to balance customer needs with business goals If you’re great with people and love helping others, you’ll thrive here. Some of our benefits Flexible, hybrid working model -After training, work 2 days in our Speke office, 3 days from home Inclusive culture and environment, check out our Glassdoor reviews 23 days holiday bank holidays LinkedIn Learning access 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 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 here. Please 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. Equal opportunities We are proud to be an equal opportunities employer and are committed to creating an inclusive and respectful workplace where everyone can thrive. We celebrate diversity and do not discriminate on the basis of race, religion, colour, national origin, sex, gender identity or expression, sexual orientation, age, marital or civil partnership status, veteran status, or disability. We are also committed to ensuring that individuals with disabilities are supported throughout the recruitment process and in the workplace. If you require any adjustments to participate in the application or interview process, to perform essential job functions, or to access other benefits and privileges of employment, please let us know — we’re happy to help.