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Complaints Handling Advisor

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About us

We are hiring for an intake of Complaints Handling Advisors to join us in January 2023

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 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.

Within the best large contact centre in Europe (as voted in the European Contact Centre Awards 2021) is a team of Complaint Handlers, who help to deliver a better experience for our customers.

About the role

As a Complaint Handler, you will be working with customers who have a dispute with their account, investigating their queries using all appropriate systems and reaching fair outcomes when resolving their complaints.

A confident and proficient communicator, you will need to be detail-focussed and accurate. You will be diligent and build a network of contacts to assist in the successful resolution of complaints of varying natures with the customer at the heart of your decision making.

This role is full time, 35 hours per week. Hours will be worked between Monday-Friday, 8am-6pm.

Training is based from our office in Speke full time, and a hybrid working model thereafter.

  • Proven experience in handling of regulated complaints, as well as regulatory awareness
  • Self-motivated and proactive in time management, in a fast paced but dynamic environment
  • Ability to gather and use evidence to support a well-articulated decision and be able to evidence this experience
  • Confident in and motivated by working with some autonomy and making the right decisions
  • Internal and external stakeholder engagement experience to enable the successful resolution of complaints

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
  • 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 managing 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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