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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading teams within regulated environments, focusing on Fraud processes and compliance with FCA, FOS, and GDPR principles. Proven ability to develop and mentor team members while driving customer-centric strategies and ensuring high-quality service delivery.
Highest-signal resume keywords
Fraud Process KnowledgeRegulatory ComplianceTeam DevelopmentStrong Communication SkillsCustomer-Centric Culture
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Fraud KnowledgeRegulatory RequirementsFCA PrinciplesFOS PrinciplesGDPR PrinciplesPerformance ManagementChange ManagementQuality StandardsCustomer Service ExcellenceAnalytical Skills
Soft Skills
People EngagementCoaching AbilityTeam LeadershipProblem-SolvingInterpersonal Skills
Certifications & Qualifications
DBS CheckRight to Work CheckCIFAS Check
Industry Keywords
Customer Care OperationsRegulated EnvironmentCustomer OutcomesChange InitiativesTeam Performance
About the role
Key responsibilities & impact- Lead the Fraud team to provide appropriate customer outcomes
- Develop and mentor Fraud Specialists in delivering excellent customer service
- Support deployment of change initiatives across the team
- Oversee team performance against agreed objectives, regulatory requirements, compliance and quality standards
- Drive people engagement and foster a customer-centric culture
- Work as a key member of the wider Customer Care Operations Team
- Build and drive strategy plans aligned with The Very Group’s vision and priorities
- Ensure customer responses are consistent and regulatory requirements are met
- Participate in a two-stage interview process including competency, technical and analytical/commercial assessment
Requirements
What you’ll need- Knowledge of Fraud or regulated processes within customer services
- Strong communication skills, both written and verbal
- Previous experience within a regulated environment
- Experience working to FCA, FOS and GDPR principles
- People-focused and able to guide a team towards consistent performance
- Ability to develop and coach a team of specialists
- Ability to identify improvements and galvanise people to implement change
- Must undertake credit, CIFAS, Right to Work checks and, where specifically required, a DBS check
- Availability for Monday-Friday shifts, 14:45-22:15
- Ability to attend occasional team days in Bolton or Speke
Benefits
Comp & perks- Flexible, hybrid working model
- 23 days holiday + bank holidays
- Bonus potential (performance and business-related)
- Up to 25% discount on Very.co.uk
- Matched pension up to 6%
- Inclusive culture and environment
- Professional learning and career development opportunities
- Reasonable adjustments and accessibility support during recruitment and employment