Customer Service Specialist

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 teamOur award-winning Customer Care Team are at the forefront of our relationship with our customers. We are not only be passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture.
Within the best large contact centre in Europe (as voted in the European Contact Centre Awards 2021) is a team of Customer Services Specialists, who help to deliver a better experience for our customers.
About the roleThis role is hybrid - based full time from our Head Office in Speke during your training period, and hybrid (2 days per week in the office) thereafter, with a start date in early April 2023
The shift pattern after training will be flexible between the hours of 8:00-8:00 Monday to Sunday, working 37 hours per week.
Within this role, you will be responsible for providing the highest level of service to customers through several channels with your fantastic communication skills. You will able to listen to and respond to the customer with empathy and understanding.
This team are experts in being able to resolve customers' often-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.

• 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 applyPlease note that the talent acquisition team are managing 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, and then be in touch to move to the interview process. Our interview process is tailored to each role and can be in-person and remotely. We will always look to make the adjustments you need to bring your best self to interview.
Equal opportunitiesWe’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.

Job Types: Full-time, Permanent