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.ie 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 well-being.
About The Team
The customer is at the heart of everything we do at Very, and the Customer Care team play a crucial role in ensuring that our customers get the best experience possible. This role is part of our Customer Excellence team, where you will be handling escalated complaints with the aim of delivering exceptional customer service and ensuring positive outcomes for both the customer and the company. This includes working with Credit, Retail, Financial Services, and Pensions Ombudsman, the Data Protection Commission, Money Advice and Budgeting Systems, General Data Protection Regulation, the Competition and Consumer Protection Commission, and Central Credit Register complaint work types.
About The Role
As a Customer Escalations Advisor, you will be expected to handle a variety of responsibilities including:
Responsibilities
Answer incoming calls and document customer complaints using a databaseThoroughly investigate and resolve customer complaintsEnsure compliance with regulatory timelines and requirementsCollaborate with customers and other departments throughout the investigation processCreate accurate complaint reviews and draft final response lettersDemonstrate understanding and adherence to regulatory requirements and policiesElevate unresolved issues and queries for further assistanceMaintain security and confidentiality of sensitive information and report any data breachesMeet quality and productivity targetsMonitor direct mail inboxes and telephone linesProvide valuable feedback on process errors
Requirements
Prior experience in resolving customer complaints, preferably in a financial services settingThorough knowledge of consumer protection laws, Financial Services industry regulations, and customer service best practicesExceptional written and verbal communication abilitiesStrong problem-solving skills, with a keen eye for detailAbility to stay calm and composed in high-pressure situations, while meeting deadlines in a fast-paced environmentAttention to detail and accuracy when handling customer information and transactionsAdept at using customer relationship management (CRM) software and other relevant tools
Benefits
Some of our benefits
Inclusive culture and environment, check out our Glassdoor reviews 27 days holiday + bank holidaysPension & healthcareUdemy learning accessBonus potential (performance and business-related)Up to 25% discount on Very.ieMore benefits can be found on our career site
How To Apply
Please note that the talent acquisition team are managing this vacancy directly, so once you apply, you can expect to hear back from us very shortly.
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 arrange to meet face to face at our offices in Blanchardstown, Dublin 15.
You can expect a two-stage interview process for this position:
1st stage - A 30- minute MS Teams call with the hiring team to discuss your skills and relevant experience and competency-based questions.
2nd Stage - A one-hour formal interview where you can expect both competency and technical 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, membership of the travelling community, 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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