Customer Excellence Team Manager

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

It’s a great time to join The Very Group; Our award-winning customer care team are rewriting the rule book when it comes to brilliant customer service.

Harnessing the power of technology and insight to transform the customer service journey.

This role is critical; Leading a team of Customer Excellence experts. You will manage a team of up to 14 Specialist Handlers in an ever evolving and forward-thinking department. You will make sure that customer complaints and requests are handled fairly, the right customer outcomes are reached and that relevant regulations are adhered to.

The person will work with an incredibly diverse range of people and stakeholders and be accountable for managing their team to provide the right outcomes for our customers often complex queries. The person will be a true leader able to develop and coach their team of specialists to support all customer contact activity, able to demonstrate expertise in both customer service and have a great understanding of Financial Services (FCA)

Based between our office in Bolton and working remotely (average 50/50 split between the two) on the following shift pattern between the hours of 08:00 and 18:00.

Please note. We will try to be flexible with your split of shifts to work around your lifestyle (e.g working from home on later shift patterns)

Key Responsibilities

• You will monitor, analyse and drive the performance and quality of your team.  Report on progress against targets, developing and implementing remedial action to ensure departmental targets and service levels are achieved.
• To motivate and encourage the individuals in your team, contributing to the overall department engagement
• Have an understanding of all regulatory requirements, with particular reference to GDPR, FCA regulation and Treating Customers Fairly and their impact on processes which may drive complaints
• Escalation of any issues/queries that cannot be resolved by reference to existing policy and procedures
• Highlighting of any process gaps/learnings in the complaints review process
• Ensure both quality and productivity targets are achieved and maintained
• Correctly identify and report potential and actual data breaches via the relevant process 
• Monitor and ensure that complaint handling delivers fair outcomes and are worked in strict accordance with policy.

About you

We love what we do, and we know when we have great working relationships, we’re unbeatable. Passion and pride in your work and a natural desire to connect, collaborate and be a team player is a must.

We’re looking for someone who is naturally proactive and a true leader who will spot where and how to make things better and can galvanise people if need be to make a change.

To be effective in your role you’ll need to have proven team manager experience in a similar management position in a regulated environment.

What will you get in return? Brilliant experience, the opportunity to play an important part in The Very Groups ambitious journey and a rewarding, purposeful role which can make such a positive impact for the business and the future.

Our benefits.

• Hybrid-working model
• Bonus potential (performance and business-related)
• 25% discount on our Very.co.uk clothing and footwear, 15% off home and electricals
• Private pension matched at 6%
• Health and wellbeing agenda
• Cycle to work scheme
• Free on-site parking *Subject to availability and postcode eligibility