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- Tasks: Help customers in financial distress by providing tailored solutions and support.
- Company: Join The Very Group, a diverse team dedicated to making good things accessible for everyone.
- Benefits: Enjoy flexible working, weekend pay premiums, 23 days holiday, and discounts on products.
- Why this job: Be part of an award-winning team that values empathy and customer care in challenging situations.
- Qualifications: Strong communication skills, empathy, resilience, and the ability to work in a fast-paced environment.
- Other info: Training provided on-site in Bolton for up to 13 weeks before starting your shift pattern.
The predicted salary is between 28800 - 42000 £ per year.
About the team
The award-winning Customer Care team live and breathe the Very Group values. You will find a group of diverse and inspirational colleagues where collaboration and innovation are embraced and celebrated.
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.
About the role
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
Hours – Full time, 35 hours per week.
Shift Pattern – The shift pattern will be 5 days a week, between Monday and Saturday between 10:00am and 18:00pm, to be discussed at interview. Saturday workers will be paid a weekend premium, at time and a half.
Training – Training will be based on site, in Bolton, Monday to Friday between 10:00am and 18:00pm for up to 13 weeks. You will then go on to your allocated shift pattern.
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
- Weekend Premium paid at time and a half
- 23 days holiday + bank holidays
- 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, 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.
About us
We’re The Very Group – home to Very.co.uk and a 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.
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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Customer Arrears Support Specialist employer: The Very Group
Contact Detail:
The Very Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Arrears Support Specialist
✨Tip Number 1
Familiarise yourself with the financial regulations and guidelines, such as FCA and FOS. Understanding these will not only help you in the role but also show your commitment to responsible customer care during the interview.
✨Tip Number 2
Practice your communication skills by engaging in role-play scenarios where you handle difficult conversations. This will prepare you for the empathetic and patient approach needed when dealing with customers in financial distress.
✨Tip Number 3
Research common financial issues that customers face and think of potential solutions. Being able to discuss these during your interview will demonstrate your proactive attitude and problem-solving skills.
✨Tip Number 4
Showcase your resilience and adaptability by sharing past experiences where you successfully navigated challenging situations. This will highlight your ability to thrive in a fast-paced environment, which is crucial for this role.
We think you need these skills to ace Customer Arrears Support Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Arrears Support Specialist. Highlight your communication skills, empathy, and problem-solving abilities in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your experience in customer service, particularly in handling financial issues or difficult conversations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the challenges customers face during financial distress. Use specific examples from your past experiences to demonstrate your empathy and resilience.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at The Very Group
✨Show Empathy and Understanding
As a Customer Arrears Support Specialist, you'll be dealing with customers in financial distress. Demonstrating empathy during the interview will show that you understand the importance of being supportive and patient, which is crucial for this role.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle difficult conversations. Think of examples from your past experiences where you've successfully resolved customer issues or provided support.
✨Familiarise Yourself with FCA and FOS Guidelines
Understanding the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS) guidelines will be beneficial. Being knowledgeable about these regulations can demonstrate your commitment to responsible customer care during the interview.
✨Highlight Your Communication Skills
Effective communication is key in this role. Be prepared to discuss how you build rapport with customers and convey complex information clearly. Share specific examples of how your communication skills have led to positive outcomes in previous roles.
