FS Manager

About us

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

Our award-winning Customer Care Team are at the forefront of our relationship with our customers. We are not only passionate about achieving the right outcome and making quality decisions dedicated to helping our customers and their families get more out of life. 
Our Customer Excellence (Complaints) team are at the forefront of our Customer Care efforts, working to offer our customers solutions where they feel the need to complain.

About the role

As a Department Manager, you will play an active and multi-functional role across Customer Excellence. You will lead the Team Managers and complaints specialists in an agile approach to ensure that internal performance service levels are achieved. 

 
You will empower, develop, mentor, and manage your collective team, but also work with the wider business support functions. 
This role is hybrid - based between our head office in Speke and home. The successful candidate will be flexible to work between these locations and at times will be available to travel to our Bolton and Glasgow operational sites. 

 
Key responsibilities 

 
• Supporting the Senior Operations Manager (Customer Excellence) in delivering the overall department initiatives, strategy, and departmental budgets 
• Work in partnership with the Customer Care change squad, ensuring strong operational awareness & oversight is in place for all change impacting Customer Excellence 
• Have keen stakeholder management skills, coordinating the activities of participants from several departments, to improve processes and outcomes for our customers 
• Ensuring the team are up to date on all regulatory requirements and that the teams activities remain consistent and compliant 
• Responsibility for the performance of the team against agreed objectives in line with all regulatory, compliance and quality standards 
• Driving people engagement across the department and encouraging a customer centric culture. 
• Working as a key member of the wider Customer Care Operations Team to build and dive the strategy plans in line with The Very Group vision and priorities. 

About You

Passion and pride in your work and a natural desire to connect, lead, collaborate and be a team player is a must. This is an opportunity to play an important part in The Very Groups ambitious journey and an exciting, purposeful role which can make such a positive impact for the business and the future. 

• Previous experience working within a regulated environment, working to FCA, FOS and GDPR principles 
• Easily identify where and how to make things better and can bring people together, to influence in a positive way, and make changes that help our colleagues and customers 
• Be a self-motivated, ambitious individual with an appetite for personal growth and development 

Some of our benefits

• Flexible, hybrid working model
• Inclusive culture and environment, check out our Glassdoor reviews
• 30 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?
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:

There will be an initial screening call with the Talent Acquisition team to discuss you’re your profile and the role in more depth.

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.