Customer Escalations and ID & Verification 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.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

Responsible for day-to-day management, supervision, and performance of the Escalations Complaint Handling and ID & Verification team for Very Ireland ensuring key objectives for this area are delivered.

Responsible for managing Customer Experience and Financial Service complaint queues, timelines and Quality Assurance standards within the ID & Verification scope.

Will be the contact point for all team members and responsible for cascading business goals and providing guidance with personal, career direction.

Scope of Role

Nature and Area of impact:

This role provides assurance that all escalated Financial Service complaints are being handled within the regulated framework set out by the Central Bank of Ireland, ensuring that the team have the support and training to deliver first class resolutions/Final response letters, as well as handling escalated inbound calls from the estate and customers.

The role also provides daily motivation and support to ID & Verification and Financial Services Marketing Administrative roles to achieve operational targets.

Supports the Customer Care Manager in developing, implementing, and delivering the long-term strategy for the team. Identify opportunities for improvement with the ID & Verification process, and work with stakeholders to deliver those improvements.

Leadership:

This role will have a number of direct reports and will complete regular 1-2-1’s and reviews of their performance within roles, as well as stake holding with the relevant Very Ireland and Financial Service departments.

Key Responsibilities

• Have a strong understanding of all regulatory requirements, with particular reference to Central Bank of Ireland, Central Credit Register and GDPR regulations, and Treating Customers Fairly and their impact on processes which may drive complaints.
• Ensuring that all escalated Financial Service complaints are handled by the team within the timelines laid out by the Central Bank of Ireland.
• Managing queues and efficiency of the team to ensure that this is possible.
• Regulated complaints worked as per the Financial Services and Pensions Ombudsman process and will provide first level sign off and escalating to Financial Services Customer Care Manager for approval.
• Complete regular reviews of the complaints process to ensure that it is fit for purpose.
• Ensure that team is achieving daily and weekly ID & Verification processing targets, on time accurate and complete, takes steps to resolve any issues that may impact the achievement of this; and escalates issues to Customer Care Manager when this is at risk.
• Manages the workflow and manning into our inbound Very Ireland escalations line.
• Sets and allocates weekly targets to the team, ensuring workload is balanced across the team.
• Provide a great working environment for the team, ensuring they have the right skills, mindsets to deliver on their goals by ensuring great communication, goals and standard settings, feedback and coaching of the team. Support them in the setting of their performance and developmental goals.
• Produce daily/weekly reports, to analyse performance, and investigate potential business improvement.
• Ensure that the team have robust and fit for purpose working processes.
• Plan and execute quarterly audits of ID & Verification, and Complaint’s processing.
• Organising training for individuals where required (Onboarding, refreshers, CRM etc.)
• Process all Central Credit Register queries and requests.
• Monitor Credit Limit increase processes and procedures to streamline the experience.
• Identify and develop areas for improvements.
• Process and approve leave requests for team members to ensure adequate coverage.
• Develop strong internal partnerships and work collaboratively with our internal teams, looking for ways to continually improve processes and service.

Essential Skills and Experience

• Teradata
• Competent use of MS Office, Teams and Excel
• Planning, organisational, and coordination skills
• Excellent Communication and leadership skills.
• Decision making skills.
• Interpersonal and motivational skills.
• Adaptable to business changes.
• Requires to be CF8 certified. . 

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

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.

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, 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.