About the role
We 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;
1. Speaking to customers over the phone who have outstanding debt or who have not met payments on their accounts.
2. Using a customer-centric approach to offer a bespoke solution to a range of customers with different financial problems.
3. Recovering outstanding customer arrears using problem-solving skills
4. Delivering a positive outcome for the customer in what can be a difficult phone call.
5. Assessing the impact of the solution for The Very Group and working within FCA and FOS guidelines
About You
You 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.
6. 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.
7. Adaptable and decisive with the ability to work in a fast-paced environment, thinking quickly about the best solution
8. Empathetic and patient towards our customers, to allow the formulation of a solution that will deliver a positive outcome for both parties
9. Driven to deliver great service as well as follow through with the solution until the customer is satisfied.
10. Be great at planning and organising, whilst understanding the commercial reality of solutions that give accurate information to our customers
Some of our benefits
11. Flexible, hybrid working model - after successful completion of your training, and 2 days per week in the office thereafter.
12. Inclusive culture and environment, check out our Glassdoor reviews
13. 23 days holiday + bank holidays.
14. Udemy learning platform.
15. Bonus potential (performance and business-related).
16. Up to 25% discount on Very.co.uk
17. Matched pension up to 6%
18. More benefits can be found on our career site
How to apply
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.