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For Companies At a Glance
- Tasks: Support vulnerable customers by providing tailored solutions and resolving issues over the phone.
- Company: Join The Very Group, a company dedicated to helping families thrive with flexible payment options.
- Benefits: Enjoy flexible hybrid working, 23 days holiday, discounts, and a bonus potential.
- Why this job: Make a real difference in customers' lives while growing your career in an inclusive environment.
- Qualifications: Strong communication skills, empathy, resilience, and adaptability are essential for this role.
- Other info: Full-time position with a supportive team and opportunities for personal development.
Internal use only – Grade J
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 passionate about achieving the right outcome and making quality decisions dedicated to helping our customers and their families get more out of life.
The Specialist Support Team is responsible for supporting vulnerable customers of The Very Group. They make a real difference to our customers by ensuring we treat them fairly whilst evaluating their situation, understanding the business impact and making informed decisions.
About the role
Hours will be full time – 35 hours. Shift patterns will be Monday to Friday 10:30am – 18:00pm.
Working within the Specialist Support Team, you will be part of a team that offers support to our most vulnerable customers.
This is an ambitious, innovative and award-winning department working to responsibly deal with customer issues and vulnerabilities. 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 different requirements
- Recovering outstanding customer arrears using problem solving skills
- Delivering a positive outcome for the customer in what can be a difficult, and emotional phone call
- Assessing the impact of the solution for The Very Group and working within FCA and FOS guidelines
- Communicating with a range of external third parties
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, and we support them throughout their time with us.
- Adaptable and decisive with the ability to work in a fast-paced environment, thinking quickly about the best solution
- Agile in your approach to work, possessing confident decision making skills whilst keeping focus on our customers.
- Empathetic and patient towards our customers, to allow the formulation of a solution that will deliver positive outcome for both parties
- Overcoming barriers with customers by developing rapport and gaining trust, through expert questioning skills
- 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
- 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%
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, and then be in touch to move to the interview process. Our interview process is tailored to each role and can be in-person and remotely. We will always look to make the adjustments you need to bring your best self to interview.
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.
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Specialist Support Team Advisor employer: Very Group
Contact Detail:
Very Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Specialist Support Team Advisor
✨Tip Number 1
Familiarise yourself with The Very Group's values and mission. Understanding how they aim to support families will help you align your responses during the interview, showcasing your passion for customer care.
✨Tip Number 2
Prepare examples of how you've demonstrated empathy and resilience in previous roles. This is crucial for the Specialist Support Team, as you'll need to show that you can handle sensitive situations with care.
✨Tip Number 3
Practice your communication skills by role-playing difficult customer interactions with a friend. This will help you feel more confident in building rapport and finding solutions during the actual calls.
✨Tip Number 4
Research FCA and FOS guidelines relevant to customer support. Being knowledgeable about these regulations will demonstrate your commitment to responsible customer service and could set you apart from other candidates.
We think you need these skills to ace Specialist Support Team Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and skills required for the Specialist Support Team Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Relevant Skills: Emphasise your communication skills, empathy, and problem-solving abilities in your CV and cover letter. Provide specific examples of how you've successfully handled difficult customer situations in the past.
Craft a Personalised Cover Letter: Write a cover letter that reflects your passion for helping vulnerable customers. Mention why you want to work for The Very Group and how you can contribute to their mission of supporting families.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application demonstrates attention to detail and professionalism.
How to prepare for a job interview at Very Group
✨Show Empathy and Understanding
Given the nature of the role, it's crucial to demonstrate your ability to empathise with vulnerable customers. Share examples from your past experiences where you successfully handled sensitive situations, showcasing your emotional intelligence.
✨Communicate Clearly and Effectively
As a Specialist Support Team Advisor, clear communication is key. Practice articulating your thoughts concisely and ensure you can explain complex solutions in simple terms. This will help you build rapport with customers during the interview.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you've had to think on your feet and come up with effective solutions. Highlight your decision-making process and how it led to positive outcomes for both the customer and the business.
✨Research The Very Group
Familiarise yourself with The Very Group's values, mission, and the services they offer. Understanding their approach to customer care will allow you to align your answers with their ethos and show that you're genuinely interested in the role.
