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 role
Nature and Area of impact:
This role sits within the Customer Excellence escalated complaint handling area of the business, which includes Credit, Retail, Financial Services and Pensions Ombudsman, Data Protection Commission, Money Advise and Budgeting System, General Data Protection Regulation, Competition and Consumer Protection Commission and Central Credit Register complaint work types.
Poor customer experiences in any of these areas can cause serious detriment within the business and lead to regulatory fines/sanctions.
The Customer Escalations Advisor will also field and resolve queries by letter, Email, Teams and by direct transfer from a variety of departments throughout the business, and direct customer contact.
Remediation/Redress:
Customer Escalations Advisor are accountable for applying the correct amount of remedy/redress and the correct categorisation of these in line with policy.
In addition, failing to ensure regulatory compliance can result in fines totalling several millions.
Key Responsibilities
Receive inbound calls from the customer, authorised third parties and other areas of the business, ensuring customer needs and regulatory requirements are met.
Log & maintain accurate complaints information using the complaints database.
Complete a full investigation of complaints to ensure the correct outcome is reached in line with the complaints handling policy.
Adjudicate on complaints in line with the complaints handling policy.
Ensuring that all regulatory timelines are adhered to during the complaint handling journey.
Interact with the customer during and after investigation to ensure all relevant information has been considered before reaching an adjudication.
Interact with other areas of the business via email and telephone and Teams during and after the investigation stage.
Undertake the preparation of a full complaint review using the complaint database, ensuring all data captured is correct and accurate.
Scripting a comprehensive and accurate Final Response Letter (FRL) in line with regulatory timeframes.
Have an understanding of all regulatory requirements, including but not limited to Central Bank of Ireland codes, Moneylending Regulations, CCR and GDPR Regulations, 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.
· Manage highly sensitive and confidential information relating to SDI and partner organisations.
Correctly identify and report potential and actual data breaches via the relevant process in a timely manner.
Ensure both quality and productivity targets are achieved and maintained.
Monitoring of our direct mail inboxes and telephony lines.
Highlighting and feeding back on any process or error that has occurred whilst investigating complaint
Essential Skills and Experience
Self-motivated and proactive in managing own time and resources in a demanding and dynamic environment
Prior experience of complaint handling within a financial services environment would be beneficial.
Good attention to detail and excellent verbal and written skills
A good working knowledge of applicable industry standards and regulations eg.
Moneylending Regulations, GDPR, CBI Codes, FSPO processes and CCPC guidelines
Commercial awareness and understanding of SDI processes
The role is designated as a CF8 (Controlled Function 8) in line with the CBI Fitness &
Probity Standards and the role holder must comply with the requirements of these standards in order to perform this role.
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.
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