Customer Escalations Advisor

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 database
• Thoroughly investigate and resolve customer complaints
• Ensure compliance with regulatory timelines and requirements
• Collaborate with customers and other departments throughout the investigation process
• Create accurate complaint reviews and draft final response letters
• Demonstrate understanding and adherence to regulatory requirements and policies
• Elevate unresolved issues and queries for further assistance
• Maintain security and confidentiality of sensitive information and report any data breaches
• Meet quality and productivity targets
• Monitor direct mail inboxes and telephone lines
• Provide valuable feedback on process errors

Requirements

• Prior experience in resolving customer complaints, preferably in a financial services setting
• Thorough knowledge of consumer protection laws, Financial Services industry regulations, and customer service best practices
• Exceptional written and verbal communication abilities
• Strong problem-solving skills, with a keen eye for detail
• Ability to stay calm and composed in high-pressure situations, while meeting deadlines in a fast-paced environment
• Attention to detail and accuracy when handling customer information and transactions
• Adept 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 holidays
• Pension & healthcare
• Udemy learning access
• Bonus potential (performance and business-related)
• Up to 25% discount on Very.ie
• More 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.