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Customer Service Specialist
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 Very.co.uk 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 passionate about achieving the right outcome and making quality decisions dedicated to helping our customers and their families get more out of life.
Within the best large contact centre in Europe (as voted in the European Contact Centre Awards) is a team of Customer Services Specialists, who help to deliver a seamless experience for our customers who have purchased Large Items from The Very Group.
About the role
Start date – Monday 31st July 2023
Training hours and location - Monday-Friday 09:00 – 17:00 on-site from our Head office in Speke
Shift pattern and hybrid – 37 hours per week between 08:00-20:00 Monday to Sunday, hybrid working, 2 days per week in the office
As a Customer Service Specialist, you will be a key point of contact responsible for providing the highest level of customer service to our customers. We are looking for someone that can listen and respond to the customer with empathy and understanding, whilst working hard to resolve their queries. Our customers are the heart of our business, so making them feel heard and valued is important when they contact us.
This team are experts in being able to resolve customers' complex enquiries the first time. Ideally you will have experience working in a similar regulated environment with an understanding of regulations including GDPR, FCA, and FOS principles.
If you don’t have regulatory experience, don’t worry our training team will provide all the skills required, so please still apply! We love to speak with candidates from customer-facing backgrounds with a positive approach to learning new things and a passion for providing excellent service.
- Taking ownership for query resolution and complaints at first point of contact, taking appropriate action, ensuring all queries are fully resolved
- Creating great customer interactions driving brand advocacy
- Liaising with external suppliers professionally, minimizing order cancellation or delays, mitigating customer dissatisfaction
- Escalating customer queries appropriately, based on severity, risk and sensitivity
- Identifying vulnerable customers and deal with their queries in an appropriate manner
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 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 managing this vacancy directly, and if successful in securing this role, you will 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. Our interview process is tailored to each role and can be in-person or held remotely.
You can expect a one stage formal interview process for this position. There will be an initial screening call with the Talent Acquisition team to discuss you’re your profile and the role in more depth.
Formal Interview – An onsite interview on an individual basis with a Team Manager. If you need this remote due to personal commitments, please just let us know.
As an inclusive employer please do let us know if you require any reasonable adjustments. If you'd like to know more about our interviews, you can find out here.
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.