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Customer Financial Support Specialist

3 months ago

Bolton, Bolton, United Kingdom The Very Group Full time

About The Very Group

At The Very Group, our mission is to empower families to enhance their lives. We understand the challenges our customers face in balancing their responsibilities, which is why we offer exceptional brands and products alongside flexible payment solutions. Our commitment extends to our employees, fostering careers that promote growth, purpose, and well-being.

Team Overview

Our esteemed Customer Care Team is pivotal in nurturing our customer relationships. We are dedicated to achieving optimal outcomes and making informed decisions, all while maintaining a collaborative environment.

The Customer Arrears Support Team plays a crucial role in our customer care strategy, providing assistance to those experiencing financial challenges. This team engages with customers through various channels, addressing issues related to missed payments or long-term financial difficulties.

Role Overview

We offer both full-time and part-time positions with the following shift patterns:

Full-time: Monday to Friday, 12:30 PM - 8:00 PM (35 hours per week)

Part-time: Monday to Friday, 4:00 PM - 8:00 PM (20 hours per week)

As a member of the Customer Arrears Support Team, you will be instrumental in delivering tailored solutions to customers facing financial hardships.

This dynamic and award-winning department is committed to addressing customer concerns regarding financial arrears responsibly. We strive to provide solutions and guidance that cater to individual customer needs in a fair and supportive manner.

Key Responsibilities

  • Engaging with customers via phone who have outstanding debts or missed payments.
  • Employing a customer-focused approach to devise personalized solutions for diverse financial situations.
  • Utilizing problem-solving skills to recover outstanding customer arrears.
  • Ensuring a positive experience for customers during challenging conversations.
  • Evaluating the implications of solutions for The Very Group while adhering to FCA and FOS regulations.

Candidate Profile

No prior contact center experience is necessary, as we provide comprehensive training for all new hires. While basic computer skills are required, we will equip you with the knowledge of our systems and necessary competencies.

To excel in this position, you should possess strong empathy, emotional intelligence, and resilience. Our customers are vital to our business, especially during times of financial difficulty.

  • Exceptional communication skills to build rapport and facilitate meaningful conversations with customers.
  • Adaptability and decisiveness in a fast-paced environment, with the ability to identify optimal solutions quickly.
  • Empathy and patience to develop solutions that yield positive outcomes for both the customer and the company.
  • A commitment to delivering excellent service and following through on solutions until customer satisfaction is achieved.
  • Strong organizational skills and an understanding of the commercial implications of providing accurate information to customers.

Benefits

  • Flexible hybrid working model after successful training completion.
  • An inclusive culture and environment.
  • 23 days of annual leave plus bank holidays.
  • Access to the Udemy learning platform.
  • Performance-related bonus potential.
  • Up to 25% employee discount.
  • Matched pension contributions up to 6%.
  • Additional benefits available on our career site.

Application Process

Our talent acquisition team will manage this vacancy directly. Successful candidates may be required to undergo credit, CIFAS, and CRB checks.

Next Steps

If selected, our talent acquisition team will reach out to schedule a brief call to discuss your background and the role in greater detail. If it appears to be a mutual fit, we will forward your CV to the hiring manager for review. The interview process is tailored to each position and may be conducted in person or remotely.

Equal Opportunity Employer

We are proud to be an equal opportunity employer, valuing diversity within our organization. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities throughout the application and interview process.