Team Manager (Fraud)

About us

We’re the team behind digital retailer Very.

Our purpose, helping families get more out of life, powers everything we do.

And we want our people to get more out of life too! If you’re high-performing, ambitious and make the most of every opportunity, we want to hear from you. In return, you’ll enjoy heaps of flexibility, great perks and benefits, and the freedom to be yourself, keep learning and take your career wherever you want it to go.

If you love making a difference, you’ll love making it sparkle for millions of Very customers. ✨

About the team

Our award-winning Customer Care Team are at the forefront of our relationship with our customers. We are not only be passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture.

The Fraud team offer great customer service by ensuring that are responses to customers are consistent and always have the customer at the heart of our decisions, whilst meeting regulatory requirements.

About the role

Please note, the shifts for this role are Monday-Friday 14:45-22:15

You will be required to attend occasional Team-days based in either Bolton or Speke.

You will work with an incredibly diverse range of people and be accountable for leading the team to provide the right outcomes for our customers. You will be a true leader, able to develop and coach a team of specialists to support all customer contact activity, able to demonstrate expertise in both customer service and Financial Services.

This is an opportunity to play a meaningful part in The Very Groups bold journey and an exciting, purposeful role which can make such a positive impact for the business and the future.

• Developing and mentoring Fraud Specialists in delivering great customer service and outcomes in each interaction
• Supporting the deployment of change initiatives across the team
• Overseeing the performance of the team against agreed objectives in line with all regulatory, compliance and quality standards
• Driving people engagement across the department and foster a customer centric culture
• Working as a key member of the wider Customer Care Operations Team to build and dive the strategy plans in line with The Very Group vision and priorities
• Previous experience within a regulated environment, working to FCA, FOS and GDPR principles
• Easily identify where and how to make things better and can galvanise people if need be to make a change

About you

• Knowledge of Fraud or regulated processes within customer services
• Strong communication skills, both written and verbal
• Previous experience within a regulated environment
• People focused and able to guide a team towards consistent performance

Some of our benefits

• Flexible, hybrid working model
• Inclusive culture and environment, check out our Glassdoor reviews
• 23 days holiday + bank holidays
• Bonus potential (performance and business-related)
• Up to 25% discount on Very.co.uk
• Matched pension up to 6%
• More benefits can be found on our career site

How to apply

Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions.

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 share your CV with the hiring manager to review. Our interview process is tailored to each role and can be in-person or held remotely.

You can expect a two-stage interview process for this position

1st stage - A 30-minute video call with the hiring team to discuss your skills and relevant experience. This is a great opportunity to find out more about the role and to ask any questions you may have.

2nd Stage – A one-hour formal interview where you can expect both competency and technical questions as well as a task where you will have the opportunity to showcase analytical and commercial skills relevant to the role. This can be held either in-person or remotely.

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.

Diversity, inclusion and equal opportunities

We’re building a culture of everyday inclusion, and welcome applications from anyone who believes they can do the job. We don’t discriminate based on age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

We want our recruitment process to be accessible to everyone. If you need reasonable adjustments to apply, interview, or perform a role, let us know via talentacquisition@theverygroup.com. We’ll be happy to support you.

We’re proud to be a Disability Confident Committed Employer and have nine brilliant colleague networks - including DAWN (Disability Awareness at Very) and Think (Neurodiversity at Very) - that are helping us make Very an even more inclusive place to work.