Overview
Position Title: Customer Service Specialist
Company: The Very Group
Location: Liverpool, England, United Kingdom
Job Description:
As the UK’s largest integrated retail and financial services provider, we have a unique position across three huge industries (retail, technology and credit). 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?
Responsibilities:
- Liaising with external suppliers professionally, minimizing order cancellation or delays, mitigating customer dissatisfaction.
- Delivering performance against agreed Quality Criteria.
- Working across the Cus
- Creating great customer interactions driving brand advocacy
- Managing complaints in line with our internal and external regulatory obligations (e.g. FCA requirements)
- Escalating customer queries appropriately, based on severity, risk and sensitivity.
- Showing our customers we understand them, resolving their enquiries in line with quality and regulatory standards
- Capturing accurate notes, where needed, to create a record of each interaction with our customers.
- Identifying vulnerable customers and deal with their queries in an appropriate manner.
- Taking ownership for query resolution and complaints at first point of contact, taking appropriate action, ensuring all queries are fully resolved
Requirements:
- Naturally curious with the ability to spot anomalies and patterns.
- Great communication skills both verbally and written.
- Proficient with technology and able to easily work between multiple systems
- Experience within a Fraud role or an interest in fraud prevention would be a bonus!
- You will be able to multi-task, work to deadlines, be agile in your approach to work
- Confident decision-making skills whilst always being passionate about the customer outcome.
About The Very Group
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 (technology, credit and retail). This makes for complex challenges and exciting opportunities.
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