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Fraud Team Manager
It’s a hugely exciting time to join The Very Group. We’ve transformed from a traditional catalogue retailer into a world-class digital retailer centred behind two power brands, Very.co.uk and Littlewoods. Our success has been rewarded with several industry awards but we’re not resting on our laurels.
A key part of our success is our Financial Services function and the ability to control purchases to ensure that both our customers and The Very Group are protected.
About the role…
We are currently recruiting for 1 Team Manager in the Fraud Team in our Bolton contact centre, to manage a team of circa 13 specialists.
As a Team Manager, you will have the responsibility for the direction and management of your specialists, using a Customer-Centric approach while having the accountability for delivering operational policies that drive industry best practice.
To contribute to TVG as a Purpose and Values led business – this will be achieved in part by the role holder developing their knowledge & skills in areas e.g. values, maximising performance, wellbeing and by ensuring plans are in place for engagement of their team, and creating a culture where it is “safe to speak up.”
Key Accountabilities of the team...
- Understanding of a Customer-Centric approach, to maximise the performance and development of all direct and indirect reports, ensuring we drive a great conversation with our customer to achieve the right outcome for
- You will monitor, analyse and drive the performance of your team, reporting on progress against targets, developing and implementing remedial action to ensure Departmental targets and service levels are achieved.
- Understanding of all regulatory requirements, with particular reference to FCA regulation and Treating Customers Fairly and their impact on processes which may drive complaints.
We’re looking for someone who either has previous experience in a similar role or is looking to take the next step up into a managerial career. Reporting to a Department Manager, you will have experience in a regulatory environment such as finance, financial services or insurance. You will have an excellent eye for detail and be used to working closely with Technology.
You’ll be ambitious, target driven and possess first-rate communication skills to manage your team to resolve complex cases in a right-first-time approach. Highly computer and IT literate you will also be highly analytical and be able to see the commercial impact of the decisions you take.
You will be able to multi-task, work to deadlines, be agile in your approach to work, possess exceptional and confident decision-making skills whilst always being focussed on the customer outcome.
Our Vision is to have a World-Class Fraud Team; you will be expected to play your part in achieving this.
We’re the UK’s second-largest pureplay online retailer and we exist for one simple reason; to make good things easily accessible to more people. It’s our purpose, why we get out of bed in the morning.
It means offering the best range of famous brands, a seamless online shopping journey and unique ways to spread the cost that our customers love.
We’ve been doing it for more than 80 years and our digital department stores have become household names, from the much-loved Littlewoods.com to Very.co.uk, which is now our biggest and fastest-growing brand with sales of more than £1bn.
Today, we turnover more than £1.9bn, our websites get over 1.2m visits every day and 62% of our online sales are from mobile devices. We sell over 1,300 famous brands and deliver 49 million products to over four million customers each year.
We’ve got a clear goal. It’s to become a world-class digital retailer. We’re already well on the way and, by staying true to our purpose, we believe we’ll achieve our ambition.
The Very Group is proud to offer its employee's a split between office and remote working to allow you to collaborate with your team and the business when you need to, to support our customers when they need us most and to support our colleagues to have a great work-life balance.
Wed – 13:30-19:30
Thurs - 13:30 -19:30
Fri – 12:00-19:30
Sat – 08:30-18:00
Sun – 14:45-22:15
How to Apply...
This is a fantastic opportunity for a driven managerial professional to add value to our team, working in a high performing and high-profile team within The Very Group. You can apply online.