Customer Financial Support Specialist

4 weeks ago

Bolton, Bolton, United Kingdom The Very Group Full time

About Us

We are The Very Group, dedicated to enhancing the lives of families by providing them with flexible payment options on a range of exceptional brands and products. Our mission is to empower our customers to embrace the things they cherish while ensuring our employees experience growth, purpose, and a sense of belonging.

About the Team

Our award-winning Customer Care Team is pivotal in fostering strong relationships with our customers. We are committed to achieving positive outcomes and making informed decisions while nurturing a collaborative environment.

The Customer Arrears Support Team plays a crucial role in our customer care strategy, reaching out to customers facing financial challenges. This team engages with customers through various channels, including inbound, outbound, and digital communication, to provide assistance to those who may have missed payments or require long-term financial support.

About the Role

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 provide tailored solutions to customers experiencing financial difficulties. This innovative and award-winning department is dedicated to addressing customer issues related to financial arrears in a responsible and supportive manner.

Your Responsibilities

  • Engaging with customers over the phone regarding outstanding debts or missed payments.
  • Utilizing a customer-focused approach to deliver personalized solutions for diverse financial situations.
  • Employing 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 guidelines.

About You

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 necessary knowledge of our systems and processes.

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

  • Excellent communication skills to build rapport and facilitate effective 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 benefit both the customer and the organization.
  • A commitment to delivering exceptional service and following through on solutions until customer satisfaction is achieved.
  • Strong planning and organizational skills, with an understanding of the commercial aspects 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% discount on products.
  • Matched pension contributions up to 6%.
  • Additional benefits available on our career site.

Application Process

Please be aware that our talent acquisition team manages this vacancy directly. Successful candidates may need to undergo credit, CIFAS, and CRB checks.

Next Steps

If you are selected, our talent acquisition team will reach out to you via email to arrange a brief call to discuss your profile and the role in greater detail. If we determine a mutual fit, we will share your CV with the hiring manager for review. Our interview process is tailored to each position and may be conducted in-person or remotely.

Equal Opportunities

We are an equal opportunity employer and value 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 ensure that individuals with disabilities receive reasonable accommodations to participate in the job application or interview process and to perform essential job functions.

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