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Customer Service Specialist (mix of office and home working)

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We are very excited to be recruiting for a team of Customer Service Specialists who show our customers we understand them and truly put the customer at the heart of everything that we do.

Voted 3rd best retailer to work for - Glassdoor 2020


Based between our Head office in Speke and home (a mix of both) we hope this person will be flexible to work between Monday and Sunday (8am - 8pm) with a mixture of working both in the office and working remotely.

Please note; we will try our best to support your lifestyle with remote working patterns (e.g working later shifts at home)

About us

Hey, 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? Read on...

About the role

It’s a great time to join The Very Group; Our award-winning customer care team are rewriting the rule book when it comes to brilliant customer service.

The team of specialists will be responsible for providing the highest level of service to customers through several channels including telephone and webchat and therefore will have fantastic communication both on the telephone and written, able to listen to and respond to the customer with empathy and understanding. The team will be experts and able to resolve customers often-complex enquiries first time and so will have experience working in a similar regulated environment with an understanding of regulations including GDPR, FCA and FOS principles.

Based between our Head office in Speke and home (average 50/50 split) we hope this person will be flexible to work between Monday and Sunday (8am - 8pm) with a mixture of working both in the office and working remotely.


Please note; we will try our best to support your lifestyle with remote working patterns (e.g working later shifts at home)


Key Responsibilities

Give accurate information and take appropriate action to resolve customer queries

Ability to diffuse customer issues quickly and effectively

Build rapport, trust and credibility with customers to make them feel like they are in capable hands

Summarise the conversation outcome to ensure nothing has been left to interpretation

Take ownership and accountability for customer resolution, understanding the issue, seeking support where required from other areas of the business to ensure the right course of action is taken

Ensure timely and accurate resolution of our customer’s query, at first point of contact in line with all regulatory requirements

Ensure all service levels, targets and objectives are achieved and maintained

Ensure all high-risk accounts are identified, closely monitored and actioned promptly


About you

We love what we do, and we know when we have great working relationships, we’re unbeatable, the customer care team are award winning and so passion and pride in your work and a natural desire to help the customer will mean you will fit in perfectly. As we are building a team of experts you will have experience in the Financial Services sector and be able to demonstrate knowledge of regulations such as FCA guidlines.

We’re looking for the best in class who will spot where and how to make things better and continually develop and support others around you, you will have a natural desire to what to support the customer.

To be effective in your role you’ll need to have proven customer service experience at a high level and have worked in a similar regulated environment and have experience in managing complex regulated queries.

What will you get in return? Brilliant experience, the opportunity to play an important part in The Very Groups ambitious journey and a rewarding, purposeful role which can make such a positive impact for the business and the future.



How to Apply

If you would like to apply, please apply here, via the careers site or through LinkedIn.

Best of luck with your application

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