Customer Arrears Support Advisor

**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.

Our 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 inbound, outbound, and digital channels to contact customers who have either forgotten to pay or need support for long term financial issues.

The office is based in Bolton (BL3) and you will be required to travel into our office throughout your employment.

**About the role**
- The shift patterns we have available is _full time, 35 hours per week Monday-Saturday between 8am-8pm_
- Shift A: Monday-Friday 12:30-20:00_
- Shift B: Wednesday-Friday 10:00-20:00, Saturday 10:00-18:00_

Please note, the first 3 months of your employment will be on-site Monday-Friday for training and onboarding

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 the individual customer needs in a responsible, supportive, and fair manner.
- Speaking to customers over the phone 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 phone call
- 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 verbally 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.
- Adaptable and decisive with the ability to work in a fast-paced environment, thinking quickly about the best solution
- 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 in order to offer the accurate information to the customer

**Some of our benefits**
- Flexible, hybrid working model - after successful completion of your training, and 2 days per week in the office thereafter.
- 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 handling 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?**

**About us**

We’re The Very Group - home to Very.co.uk and a 3,250-strong team of super talented people, all passionate about making good things easily accessible to more people, so they can live life well. We combine amazing brands and products with flexible payment options that help people say yes when it matters most.

**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.