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Customer Arrears Support Specialist

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The Customer Arrears Support Team within our Financial Services businesses in Bolton are looking to recruit more skilled individuals to join the team.

The team is an ambitious, innovative and award-winning department working to responsibly deal with customer issues concerning arrears. They help to provide solutions and advice to meet the individual customer needs in a responsible, supporting and fair manner.

Out Bolton office consistently scores so high in our employee engagement surveys ( 90% this year) which is testament to how happy our staff are there;

"Well-being plays a huge part in the culture of our department, and we understand the part it plays in creating a positive working environment where individuals can thrive. From fun days & charity
work to soup days & free snacks, our focus is always making this a great place to work.

We ensure our people always feel respected and clear in their priorities, and our attitudes and values help healthy relationships to flourish"

About the role…

Working within the Customer Arrears Support Team, you will be part of a team that treats our customers fairly, offering solutions in times of financial difficulty.

You will speak to customers who have outstanding debt or who have not met payments. In a customer-centric approach, you will seek to offer a bespoke solution to the customer need in a way that solves the problem for them and also recovers the outstanding arrears for Shop Direct. However, the focus is on delivering a positive outcome for the customer.

About You…

You’ll be a great communicator, able to create and build rapport with the customer to create a conversation which helps to identify the issue and in turn allows you to help solve the issue the customer is facing. You will be able to empathise and show patience and tact to allow the formulation of a solution that will deliver a positive outcome for the customer. You will have resilience and be able to handle and be motivated by getting a good result from potentially tough and emotionally-charged conversations.

You will be adaptable, decisive with the ability to work in a fast paced environment, thinking quickly about the best solution to offer the customer based on their individual needs. You will be driven to deliver great service as well as following through with the solution until the customer is satisfied. You will be planned and organised and
comfortable with understanding the commercial reality of a range of solutions in order to offer the correct information to the customer. You’ll be able to do this whilst also assessing the impact for Shop Direct and working within the regulatory guidelines.

About us…

We’re the UK’s second largest pureplay online retailer and we exist for one simple reason; to make good
things easily accessible to more people. It’s our purpose, why we get out of bed in the morning.

It means offering the best range of famous brands, a seamless online shopping journey and unique ways to spread the cost that our customers love.

We’ve been doing it for more than 80 years and our digital department stores have become household names, from the much-loved to, which is now our biggest and fastest growing brand with sales of more than £1bn.

Today, we turnover more than £1.9bn, our websites get over 1.2m visits every day and 62% of our online sales are from mobile devices. We sell over 1,300 famous brands and deliver 49 million products to over four million customers each year.

We’ve got a clear goal. It’s to become a world class digital retailer. We’re already well on the way and, by
staying true to our purpose, we believe we’ll achieve our ambition.

How to Apply…

This is a fantastic opportunity for an ambitious communicative, customer focused professional, who wants to give world class customer service and offer appropriate solutions. Apply now
and be part of a great team that has our customer at the heart of everything we do.

If you are interested to find out more please contact the Talent Acquisition Team. If you would like to apply, this can be done online.

If you are successful at first stage you will be invited to have a telephone discussion with the talent team.


The Talent Acquisition team at Shop Direct is managing this vacancy directly and will not be accepting CVs sent by any recruitment agencies.

Shift pattern

Full time 35 hours a week – Monday – Friday – 1.30pm – 9pm

If successful you will be required to undertake a Credit Check and CRB check to comply with FCA regulations.

If you are a current employee of Shop Direct please apply via Talent Online as an internal applicant.

Apply Now