Customer Arrears Support Advisor - Full Time
The Very Group
Liverpool, England, United Kingdom, L70 1AB
5d ago

About the role

The shift pattern we have available is full time, 35 hours per week across 4 days.

Shift A : Wednesday- 10 : 00-20 : 00, Thursday-10 : 00-20 : 00, Friday- 10 : 00-20 : 00, Saturday-11 : 00-18 : 00

Shift B : Monday- 10 : 00-20 : 00, Tuesday - 10 : 00-20 : 00, Wednesday- 10 : 00-20 : 00, Saturday- 11 : 00-18 : 00

Working within the Customer Arrears Support Team, you will be part of a team that offers solutions to our customers in times of financial difficulty.

This is an ambitious, innovative, and award-winning department working to responsibly deal with customer issues concerning financial arrears.

They help to provide solutions and advice to meet the individual customer needs in a responsible, supportive, and fair manner.

  • Speaking to customers over the phone who have outstanding debt or who have not met payments on their account
  • Using a customer-centric approach to offer a bespoke solution to a range of customers with differing financial problems
  • Recovering outstanding customer arrears using problem solving skills
  • Delivering a positive outcome for the customer in what can be a difficult phone call
  • Assessing the impact of the solution for The Very Group and working within FCA and FOS guidelines
  • About You

    You’ll be a great communicator, able to create and build rapport with the customer verbally to create a conversation that helps to identify and solve the issue that the customer is facing.

    The most important skills for this role are empathy, emotional intelligence and resilience. Our customers are so important to our business, even when they are facing difficulty in making payments.

  • Adaptable and decisive with the ability to work in a fast-paced environment, thinking quickly about the best solution
  • Empathetic and patient towards our customers, to allow the formulation of a solution that will deliver positive outcome for both parties
  • Driven to deliver great service as well as following through with the solution until the customer is satisfied.
  • Planned and organised and comfortable with understanding the commercial reality of a range of solutions in order to offer the accurate information to the customer
  • Some of our benefits

  • Flexible, hybrid working model - after successful completion of your in-house training, a 50 / 50 split between the office and home working
  • 23 days holiday + bank holidays
  • Bonus potential (performance and business-related)
  • Up to 25% discount on
  • 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.

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