About us

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

The Customer Arrears Support Team is right at the heart of how we connect with our customers. We care about getting things right, making good decisions, and working together to create a supportive, team-focused environment.

The team plays a key role in helping customers who are going through tough financial times. Whether it’s a missed payment or a longer-term issue, they’re here to offer support and find solutions. The team reaches out through calls, messages, and digital channels to make sure our customers are supported in the best way for them.

About the role

The shift pattern for this role is Monday-Friday 12:30-20:00, with Tuesday and Wednesday spent in our Speke head office.

You will work with an incredibly diverse range of people and be accountable for leading a team of 10 FTE to provide the right outcomes for our customers. You will be a true leader, able to develop and coach a team of digital specialists to support all customer contact activity, able to demonstrate expertise in both customer service and Financial Services.

This is an opportunity to play a meaningful part in The Very Groups bold journey and an exciting, purposeful role which can make such a positive impact for the business and the future.

• Developing and mentoring Digital Customer Arrears Support Advisors in delivering great customer service and outcomes in each interaction
• Supporting the deployment of change initiatives across the team
• Overseeing the performance of the team against agreed objectives in line with all regulatory, compliance and quality standards
• Driving people engagement across the department and foster a customer centric culture
• Working as a key member of the wider Customer Care Operations Team to build and dive the strategy plans in line with The Very Group vision and priorities
• Previous experience within a regulated environment, working to FCA, FOS and GDPR principles
• Easily identify where and how to make things better and can galvanise people if need be to make a change

About you

• Previous experience with SMS/Digital teams would be advantageous but not essential
• Knowledge of collections would be advantageous, and regulated processes within customer services
• Strong communication skills, both written and verbal
• Previous experience within a regulated environment
• People focused and able to guide a team towards consistent performance

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 handling this vacancy directly, and if successful in securing this role, you may 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 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 or remote interview talking through your experience, and competency based questions.

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.

Equal opportunities

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.

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