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Credit Support Advisor
The Credit Support Operations team within our Financial Services businesses are recruiting for full time advisors to join the team.
We are currently hiring for 6 x permanent members and 8 x Fixed term contracts until Xmas 2020.
The team is an ambitious, innovative and hardworking department working to administer order referrals by making responsible credit lending decisions and provide a first-class customer service. We’ve continued to deliver for our customers throughout the Covid-19 outbreak – and we’ve done it by transforming the way we work. The role itself will be a mix of on-site vs remote, we've adapted well to remote ways of working and will continue to embrace those practices moving forward.
About the role
Working within the Credit Support Team, you will be part of a team that administer order referrals by making responsible credit lending decisions and also provide a service to customers who have purchased a Financial Services insurance product in line with Financial Conduct Authority.
- Negotiate with customers via multi channels to agree a course of action leading to full or partial release of held orders
- Deal with enquiries relevant to insurance products, cancellations and claims to ensure the right outcome
- Review customer credit limits to resolve credit limit errors and reset accounts
- Effectively deal with BNPL disputes and override decisions
- Review customer application enquiries and make appropriate decisions
- Act as first line complaint resolution and escalation to ensure complaints are dealt with and logged as appropriate
Sunday to Thursday 2.30pm – 10pm
Tuesday to Saturday 2.30pm – 10pm
That brings us to you…We are so excited to bring in people to join our team and supporting us on our journey of putting the customer at the heart of everything we do.
You’ll be a great communicator, able to create and build rapport with stakeholders at all different levels, you will be able to create a conversation which helps to evaluate and agree the correct course of action for the customer. You will be able to empathise and show patience and tact to allow the formulation of a solution that will deliver a positive outcome for the customer.
You will be adaptable, decisive with the ability to work in a fast-paced environment, investigating all issues thoroughly using the correct methods. You will be driven to deliver great service as well as following through with the solution until the customer is satisfied. You will be planned and organised and comfortable with understanding the commercial reality of a range of solutions in order to offer the correct information to the customer. You’ll be able to do this whilst also assessing the impact for the company and working within the regulatory guidelines.
We’re The Very Group. Home of Very.co.uk, Littlewoods.com, and a team of 3,500 super-talented people.
We’ve been reinventing shopping experiences for over a century. Technology has played a huge part in that, helping us transition from catalogues’ to pureplay online retail, but we’re not the finished article.
As the UK's largest integrated retail and financial services provider, we have a pretty unique position across three huge industries (retail, technology and credit) and our ambition is bold, to build the number one shopping destination for shoppers who value credit anywhere online. But we believe with our passion and track record for reinvention, we can improve how the world pays and shops for the things they love. Think you can help us?
How to Apply…
This is a fantastic opportunity for an ambitious communicative, customer focused professional, who wants to give world class customer service and offer appropriate solutions. Apply now and be part of a great team that has our customer at the heart of everything we do.
If you are interested to find out more please contact the Talent Acquisition Team. If you would like to apply, this can be done online.
If you are successful at first stage you will be invited to have a telephone discussion with the talent team.
The Talent Acquisition team at The Very Group is managing this vacancy directly and will not be accepting CVs sent by any recruitment agencies.
If successful you will be required to undertake a Credit Check and CRB check to comply with FCA regulations