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Customer Service Specialist
4 months ago
**About us**
We’re 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 award-winning Customer Care Team are at the forefront of our relationship with our customers. We are not only be passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture.
Within the best large contact centre in Europe (as voted in the European Contact Centre Awards 2021) is a team of Customer Services Specialists, who help to deliver a better experience for our customers.
**About the role**
This role is hybrid - based full time from our Head Office in Speke during your training period, and hybrid (2 days per week in the office) thereafter, with a start date **in early April 2023**
The shift pattern after training will be flexible between the hours of 8:00-8:00 Monday to Sunday, working 37 hours per week.
Within this role, you will be responsible for providing the highest level of service to customers through several channels with your fantastic communication skills. You will able to listen to and respond to the customer with empathy and understanding.
This team are experts in being able to resolve customers' **often-complex enquiries** the first time. Ideally you will have experience working in a similar regulated environment with an understanding of regulations including **GDPR, FCA,** and **FOS** principles.
- Taking ownership for query resolution and complaints at first point of contact, taking appropriate action, ensuring all queries are fully resolved
- Creating great customer interactions driving brand advocacy
- Liaising with external suppliers professionally, minimizing order cancellation or delays, mitigating customer dissatisfaction.
- Escalating customer queries appropriately, based on severity, risk and sensitivity.
- Identifying vulnerable customers and deal with their queries in an appropriate manner.
**Some of our benefits**
- Flexible, hybrid working model
- Inclusive culture and environment, check out our Glassdoor reviews
- 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 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 may be required to undertake a credit, CIFAS and CRB check.
**What happens next?**
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.
**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.
