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Customer Arrears Support Specialist

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Hey, we’re The Very Group. Home of,, 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? Read on...

About the Team

The Customer Arrears Support Team within our Financial Services businesses in Bolton are looking to recruit more skilled individuals to join our award winning team.

The team is an ambitious, innovative and award-winning department working to responsibly deal with customer issues concerning arrears. They help to provide solutions and advice to meet the individual customer needs in a responsible, supporting and fair manner.

Out Bolton office consistently scores so high in our employee engagement surveys (90% this year) which is testament to how happy our staff are there;

"Well-being plays a huge part in the culture of our department, and we understand the part it plays in creating a positive working environment where individuals can thrive. From fun days & charity
work to soup days & free snacks, our focus is always making this a great place to work.

We ensure our people always feel respected and clear in their priorities, and our attitudes and values help healthy relationships to flourish"

About the role…

Working within the Customer Arrears Support Team, you will be part of a team that treats our customers fairly, offering solutions in times of financial difficulty.

You will speak to customers who have outstanding debt or who have not met payments. In a customer-centric approach, you will seek to offer a bespoke solution to the customer need in a way that solves the problem for them and also recovers the outstanding arrears for Shop Direct. However, the focus is on delivering a positive outcome for the customer.

About You…

You’ll be a great communicator, able to create and build rapport with the customer to create a conversation which helps to identify the issue and in turn allows you to help solve the issue the customer is facing. 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 have resilience and be able to handle and be motivated by getting a good result from potentially tough and emotionally-charged conversations.

You will be adaptable, decisive with the ability to work in a fast paced environment, thinking quickly about the best solution to offer the customer based on their individual needs. 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 Shop Direct and working within the regulatory guidelines.

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.

Shift pattern

Monday to Friday 10.00 – 17.30 OR 9.00 – 4.30.

If successful you will be required to undertake a Credit Check and CRB check to comply with FCA regulations.

Apply Now