Internal use only - Grade D About us. We are 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 role The Data Management & Quality Lead is a key leadership role to support our group wide data strategy. As such, you will be responsible for transforming and improving data management practices across TVG, including both operational business domains and TVG Data & Analytics landscape; Ensuring that data governance and data quality standards are upheld and reported against. You and your team will own and run the lifecycle of data, including regular data retention treatments, and disposal, in accordance with organisational policies around PII data treatments. You will be accountable for the data catalogue and master data model across TVG, defining the key roles to ensure metadata is regularly updated. You will also ensure data stewardship is defined and applied to ensure data is curated and profiled for search and discovery. You will define and measure data quality across TVG, providing regular KPIs on the health of data across the systems and tribes, highlighting where data is costing the business or affecting customer behaviour. You will work with data owners/stewards in operational business domains to inform them of their accountabilities and responsibilities for the management and treatment of data, reporting data governance policies and standards alignment, recommending any remedial action, and tracking and reporting progress to data owners and the central data governance function. You will represent the team at Tech CARM, Commercial Triage, and Data Risk Committees, providing regular updates to external regulators on data risk mitigations, initiatives, and measurement against data management best practices. You will play a critical role in setting the vision and strategy for data management across the group, by providing a roadmap for key capabilities such as the data catalogue and data quality linked to the component catalogue. Scope of Role Leadership: Ability to motivate and inspire within a matrix team. Key stakeholder management skills. The role has line management responsibilities. Lead multi-disciplined data management teams. Nature and Area of impact: Operational responsibility for running and maintaining the group data management catalogue and meta data platform. Implementation and strategic operating model for group wide data quality framework and tooling. Champion data management and data stewardship through the organisation increasing the use of the Data Management applications and increasing data OKR's and KPI's. Key Responsibilities Passionate about driving data excellence and ensuring regulatory compliance Accountable for the Data Catalogue across the data estate, owning 3rd party relationships ensuring they are managed in accordance with the commercial agreements. Managing the lifecycle of data, including archiving, retention treatments, and disposal, in accordance with organisational policies around PII data treatments. Implementing processes to monitor and improve data accuracy, consistency, and reliability. Accountable for the Master Data Model, working with data owners/stewards across the group to ensure that any change is reflected. Defining and overseeing data stewardship roles to ensure data is curated, profiled, and managed effectively. Enforce data policies and standards for data management, ensuring compliance with regulations and industry best practices. Responsible for the central Master Data Model and catalogue including CRUD matric and business glossary. Work with data owners and stewards in business operational domains to assure compliance with data governance policy and standards Providing thought leadership to data owners and stewards in the management of data Providing reports required to track data management compliance with policy and standards and identifying areas of improvement Work with Information security to ensuring data is protected from unauthorised access and breaches through encryption, access controls, and compliance with security standards. Drive data quality initiatives, including the creation of metrics and ongoing KPI performance reporting. Ensuring data practices comply with relevant regulations, such as GDPR, PECR Coordination and support the data risk framework in alignment with group policy Essential knowledge and skills A strategic problem solver. Experience in data governance and data management practices including trusted data, data protection and data policies. Proven experience in leading data governance / data management initiatives, developing and implementing data governance frameworks. Experience with tools for data management / governance, master data management and data quality. Familiarity with data analysis and visualization tools such as Python and Power BI. Leadership skills with the ability to influence and inspire others, fostering a collaborative and motivated team environment. Ability to communicate, translate and present critical information to multi-skilled people and teams at different levels in the organisation understanding their differing needs. Data domain skills and an understanding of the technology as well as understanding how it is built. Some of our benefits Flexible, hybrid working model Inclusive culture and environment, check out our Glassdoor reviews £6500 flexible benefits allowance to suit your needs 30days holiday + bank holidays Udemy learning access 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 managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions. 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 two stage interview process after meeting the TA team, First stage - A one-hourface to face or MS Teams interview. Second stage - A final stage 1 hour session with some different Stakeholders within the Team. 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.
Aug 05, 2025
Full time
Internal use only - Grade D About us. We are 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 role The Data Management & Quality Lead is a key leadership role to support our group wide data strategy. As such, you will be responsible for transforming and improving data management practices across TVG, including both operational business domains and TVG Data & Analytics landscape; Ensuring that data governance and data quality standards are upheld and reported against. You and your team will own and run the lifecycle of data, including regular data retention treatments, and disposal, in accordance with organisational policies around PII data treatments. You will be accountable for the data catalogue and master data model across TVG, defining the key roles to ensure metadata is regularly updated. You will also ensure data stewardship is defined and applied to ensure data is curated and profiled for search and discovery. You will define and measure data quality across TVG, providing regular KPIs on the health of data across the systems and tribes, highlighting where data is costing the business or affecting customer behaviour. You will work with data owners/stewards in operational business domains to inform them of their accountabilities and responsibilities for the management and treatment of data, reporting data governance policies and standards alignment, recommending any remedial action, and tracking and reporting progress to data owners and the central data governance function. You will represent the team at Tech CARM, Commercial Triage, and Data Risk Committees, providing regular updates to external regulators on data risk mitigations, initiatives, and measurement against data management best practices. You will play a critical role in setting the vision and strategy for data management across the group, by providing a roadmap for key capabilities such as the data catalogue and data quality linked to the component catalogue. Scope of Role Leadership: Ability to motivate and inspire within a matrix team. Key stakeholder management skills. The role has line management responsibilities. Lead multi-disciplined data management teams. Nature and Area of impact: Operational responsibility for running and maintaining the group data management catalogue and meta data platform. Implementation and strategic operating model for group wide data quality framework and tooling. Champion data management and data stewardship through the organisation increasing the use of the Data Management applications and increasing data OKR's and KPI's. Key Responsibilities Passionate about driving data excellence and ensuring regulatory compliance Accountable for the Data Catalogue across the data estate, owning 3rd party relationships ensuring they are managed in accordance with the commercial agreements. Managing the lifecycle of data, including archiving, retention treatments, and disposal, in accordance with organisational policies around PII data treatments. Implementing processes to monitor and improve data accuracy, consistency, and reliability. Accountable for the Master Data Model, working with data owners/stewards across the group to ensure that any change is reflected. Defining and overseeing data stewardship roles to ensure data is curated, profiled, and managed effectively. Enforce data policies and standards for data management, ensuring compliance with regulations and industry best practices. Responsible for the central Master Data Model and catalogue including CRUD matric and business glossary. Work with data owners and stewards in business operational domains to assure compliance with data governance policy and standards Providing thought leadership to data owners and stewards in the management of data Providing reports required to track data management compliance with policy and standards and identifying areas of improvement Work with Information security to ensuring data is protected from unauthorised access and breaches through encryption, access controls, and compliance with security standards. Drive data quality initiatives, including the creation of metrics and ongoing KPI performance reporting. Ensuring data practices comply with relevant regulations, such as GDPR, PECR Coordination and support the data risk framework in alignment with group policy Essential knowledge and skills A strategic problem solver. Experience in data governance and data management practices including trusted data, data protection and data policies. Proven experience in leading data governance / data management initiatives, developing and implementing data governance frameworks. Experience with tools for data management / governance, master data management and data quality. Familiarity with data analysis and visualization tools such as Python and Power BI. Leadership skills with the ability to influence and inspire others, fostering a collaborative and motivated team environment. Ability to communicate, translate and present critical information to multi-skilled people and teams at different levels in the organisation understanding their differing needs. Data domain skills and an understanding of the technology as well as understanding how it is built. Some of our benefits Flexible, hybrid working model Inclusive culture and environment, check out our Glassdoor reviews £6500 flexible benefits allowance to suit your needs 30days holiday + bank holidays Udemy learning access 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 managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions. 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 two stage interview process after meeting the TA team, First stage - A one-hourface to face or MS Teams interview. Second stage - A final stage 1 hour session with some different Stakeholders within the Team. 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.
Internal use only - Grade F About Us. We are 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 Role In this role, you'll play a key part in supporting our Logistics teams by providing accurate, relevant, and accessible information. Your work will empower all levels of management to make confident, data-driven decisions in a timely manner. You'll also take the lead in manipulating and presenting various reports and datasets with ease and efficiency. Key Responsibilities: Collaborate proactively with Logistics and business teams to establish data requirements and reporting needs. Present updates on data initiatives, sharing both business insights and technical solutions to overcome challenges. Monitor, investigate, and evaluate key performance metrics using internal databases and external third-party data sources to identify opportunities for improvement. Shape business strategies by providing insights derived from data analysis. Develop a deep understanding of systems, data, products, and processes to enhance data quality and enrichment. Translate complex datasets into clear, actionable reports and dashboards to support decision-making. Engage with stakeholders to understand their key business questions and deliver tailored reports and data solutions. Create and maintain actionable reports and datasets using various reporting and query tools. About you Advanced problem-solving skills, particularly in quantitative analysis and data visualization. Expert knowledge of front-end management information (MI/BI) systems. Proficiency in Microsoft Power BI and the Power ecosystem. Working knowledge of coding languages such as SAS, SQL, and DAX. Strong skills in Excel and Office 365. Excellent stakeholder management and communication abilities. Basic management skills to support team collaboration. A solid understanding of internal systems, including Teradata, CAM, Order Management, and Product Setup Systems (G2). Familiarity with warehousing and returns environments. Some Of Our Benefits Flexible, hybrid working model Inclusive culture and environment, check out our Glassdoor reviews £1000 flexible benefits allowance to suit your needs 30 days holiday + bank holidays Udemy learning access 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 managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions. 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 two stage interview process after meeting the TA team, First stage - A one-hour face to face or MS Teams interview. Second stage - A final stage 1 hour session with some different Stakeholders within the Team. 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.
Jul 11, 2025
Full time
Internal use only - Grade F About Us. We are 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 Role In this role, you'll play a key part in supporting our Logistics teams by providing accurate, relevant, and accessible information. Your work will empower all levels of management to make confident, data-driven decisions in a timely manner. You'll also take the lead in manipulating and presenting various reports and datasets with ease and efficiency. Key Responsibilities: Collaborate proactively with Logistics and business teams to establish data requirements and reporting needs. Present updates on data initiatives, sharing both business insights and technical solutions to overcome challenges. Monitor, investigate, and evaluate key performance metrics using internal databases and external third-party data sources to identify opportunities for improvement. Shape business strategies by providing insights derived from data analysis. Develop a deep understanding of systems, data, products, and processes to enhance data quality and enrichment. Translate complex datasets into clear, actionable reports and dashboards to support decision-making. Engage with stakeholders to understand their key business questions and deliver tailored reports and data solutions. Create and maintain actionable reports and datasets using various reporting and query tools. About you Advanced problem-solving skills, particularly in quantitative analysis and data visualization. Expert knowledge of front-end management information (MI/BI) systems. Proficiency in Microsoft Power BI and the Power ecosystem. Working knowledge of coding languages such as SAS, SQL, and DAX. Strong skills in Excel and Office 365. Excellent stakeholder management and communication abilities. Basic management skills to support team collaboration. A solid understanding of internal systems, including Teradata, CAM, Order Management, and Product Setup Systems (G2). Familiarity with warehousing and returns environments. Some Of Our Benefits Flexible, hybrid working model Inclusive culture and environment, check out our Glassdoor reviews £1000 flexible benefits allowance to suit your needs 30 days holiday + bank holidays Udemy learning access 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 managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions. 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 two stage interview process after meeting the TA team, First stage - A one-hour face to face or MS Teams interview. Second stage - A final stage 1 hour session with some different Stakeholders within the Team. 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.
About the team Is this the next step in your career Find out if you are the right candidate by reading through the complete overview below. The award-winning Customer Care team live and breathe the Very Group values. You will find a group of diverse and inspirational colleagues where collaboration and innovation are embraced and celebrated. Our Customer Arrears Support Team are at the forefront of our customer care efforts, working to offer our customers solutions when they are in times of financial distress. This team operates through inbound, outbound, and digital channels to contact customers who have either forgotten to pay or need support for long term financial issues. The head office is based in Speke (L70) and you will be required to travel into our office throughout your employment. 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 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, 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. About us We're The Very Group - home to Very.co.uk and a 3,250-strong team of super talented people, all passionate about making good things easily accessible to more people, so they can live life well. We combine amazing brands and products with flexible payment options that help people say yes when it matters most. 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. Job Types: Full-time, Permanent
Sep 24, 2022
Full time
About the team Is this the next step in your career Find out if you are the right candidate by reading through the complete overview below. The award-winning Customer Care team live and breathe the Very Group values. You will find a group of diverse and inspirational colleagues where collaboration and innovation are embraced and celebrated. Our Customer Arrears Support Team are at the forefront of our customer care efforts, working to offer our customers solutions when they are in times of financial distress. This team operates through inbound, outbound, and digital channels to contact customers who have either forgotten to pay or need support for long term financial issues. The head office is based in Speke (L70) and you will be required to travel into our office throughout your employment. 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 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, 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. About us We're The Very Group - home to Very.co.uk and a 3,250-strong team of super talented people, all passionate about making good things easily accessible to more people, so they can live life well. We combine amazing brands and products with flexible payment options that help people say yes when it matters most. 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. Job Types: Full-time, Permanent
About us In order to make an application, simply read through the following job description and make sure to attach relevant documents. We are 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 when they need them most. About the team Our 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) is a team of Customer Services Specialists, who help to deliver a better experience for our customers. We are not only be passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture. About the role _This role is hybrid - based between our head office in Speke and home._ _The shift pattern after training will be 10:30 - 18:30 Monday to Friday, with alternate 9:00 - 16:00 Saturdays and a rest day mid-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 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 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 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. Job Types: Full-time, Permanent Salary: £18,000.00-£22,000.00 per year Benefits: Casual dress Company pension Employee discount Gym membership Wellness programme Schedule: 8 hour shift Expected start date: 24/10/2022
Sep 24, 2022
Full time
About us In order to make an application, simply read through the following job description and make sure to attach relevant documents. We are 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 when they need them most. About the team Our 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) is a team of Customer Services Specialists, who help to deliver a better experience for our customers. We are not only be passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture. About the role _This role is hybrid - based between our head office in Speke and home._ _The shift pattern after training will be 10:30 - 18:30 Monday to Friday, with alternate 9:00 - 16:00 Saturdays and a rest day mid-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 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 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 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. Job Types: Full-time, Permanent Salary: £18,000.00-£22,000.00 per year Benefits: Casual dress Company pension Employee discount Gym membership Wellness programme Schedule: 8 hour shift Expected start date: 24/10/2022
About us We are 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 when they need them most. About the team Our 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) is a team of Customer Services Specialists, who help to deliver a better experience for our customers. We are not only be passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture. About the role _This role is hybrid - based between our head office in Speke and home._ _The shift pattern after training will be 10:30 - 18:30 Monday to Friday, with alternate 9:00 - 16:00 Saturdays and a rest day mid-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 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 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 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. Job Types: Full-time, Permanent Salary: £18,000.00-£22,000.00 per year Benefits: Casual dress Company pension Employee discount Gym membership Wellness programme Schedule: 8 hour shift Expected start date: 24/10/2022
Sep 24, 2022
Full time
About us We are 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 when they need them most. About the team Our 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) is a team of Customer Services Specialists, who help to deliver a better experience for our customers. We are not only be passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture. About the role _This role is hybrid - based between our head office in Speke and home._ _The shift pattern after training will be 10:30 - 18:30 Monday to Friday, with alternate 9:00 - 16:00 Saturdays and a rest day mid-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 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 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 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. Job Types: Full-time, Permanent Salary: £18,000.00-£22,000.00 per year Benefits: Casual dress Company pension Employee discount Gym membership Wellness programme Schedule: 8 hour shift Expected start date: 24/10/2022