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Customer Arrears Support Specialist

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The Very Group is excited to be recruiting for a team of support advisors to join the 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.

The Very Group are excited to offer our employees the opportunity to work flexibly both now and in the future meaning, around 70% of your working week will be spent at home and the rest at our HQ in Speke, Liverpool.

The shift patterns available are as follows;

8:00am – 15:30 Monday, Tuesday, Thursday, Friday

Day off Wednesday

10:30 – 18:00 Saturday


12:30 – 20:00 Monday, Tuesday, Thursday Friday

Day off Wednesday

10:30 – 18:00 Saturday

The first 12 weeks training hours will be 9.00 – 4:30

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 to solve the problem for them and recover the outstanding arrears .However, the focus is on delivering a positive outcome for the customer.

That brings us to you…We are so excited to bring in people to join our award-winning arrears support team

About You…

You’ll be a great communicator, able to create and build rapport with the customer to create a conversation that 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 The Very Group and working within the regulatory guidelines.

Our benefits

  • A flexible working culture working between our head office and remotely from home
  • Mental health trained first aiders across the business
  • Onsite gym with over 25 classes
  • 25% discount on our clothing and footwear, 15% off home and electricals
  • Health and wellbeing agenda
  • Private pension matched at 6%
  • On-site discounted restaurant and coffee houses
  • Cycle to work scheme
  • Free on-site parking *Subject to availability and postcode eligibility

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. We are currently running all interviews remotely.

We're an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

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