Digital Customer Arrears Support Team Specialist

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

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 Digital 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 digital channels, as well as inbound/outbound calls to make contact customers who have either forgotten to pay or need support for long term financial issues.  

About the role

The shift pattern we have available is full time, 35 hours per week across 5 days (Monday-Friday between the hours of 08.00am and 08.00pm)

Working within the Digital 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.

Key Responsibilities

• Speaking to customers digitally and through voice 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 situation for them.
• 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 both through writing and verbal communication, 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.

• Direct experience of early-stage collections support to customers.
• 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 to offer the accurate information to the customer.

Some of our benefits

• Flexible, hybrid working model - after successful completion of your in-house training, a 50/50 split between the office and home working
• Inclusive culture and environment, check out our Glassdoor reviews
• 23 days holiday + bank holidays
• Udemy learning platform
• Up to 25% discount on Very.co.uk
• More benefits can be found on our career site

How to apply

Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions.  

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:

1st stage – An assessment centre where you will take part in a group exercise and a digital role play, followed by a formal interview where you can expect both competency and technical questions.

If you'd like to know more about our interviews, you can find out here.

Equal opportunities

We’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.