Verify
Customer Verification Officer
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Company Description
Verify is transforming how organizations in sectors such as utilities, financial services, and SMEs verify and reconnect with customers in arrears. The company delivers omni-channel, customer-centric services supported by advanced cloud-based technology, enabling tailored solutions and better, fairer outcomes for both clients and customers. As part of Perch Group, Verify benefits from market-leading, data-led services across the debt lifecycle, including debt purchase, collections, litigation, and reconnection. This access to in-depth data science and analytics supports more accurate, cost-effective field activities and informed decision-making. Being within the Perch family of companies, Verify operates to high standards of compliance, supported by relevant accreditations, certifications, and memberships.
Role Description
The Customer Verification Officer is a full-time hybrid role based in Newcastle Upon Tyne, with flexibility for some work from home. In this role, the officer verifies customer information, gathers accurate data, and documents interactions to support fair and informed outcomes for customers in arrears. Day-to-day responsibilities include:
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- Handling inbound and outbound communications via phone and digital channels
- Explaining verification processes clearly
- Ensuring that customer records are updated in line with company policies
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The officer collaborates with colleagues across operations to escalate complex cases, follow compliance and data protection guidelines, and contribute to continuous improvement of customer verification and reconnection processes. The role requires a professional, empathetic approach that promotes trust, transparency, and a positive customer experience.
Qualifications
- Strong interpersonal skills, with the ability to build rapport, listen actively, and communicate clearly with a wide range of customers.
- Experience delivering high levels of customer satisfaction through effective Customer Support and Customer Service.
- Background in managing Customer Experience and customer interactions, particularly in sensitive or arrears-related situations.
- Ability to handle multi-channel communication (phone, email, SMS, digital platforms) and accurately record customer data.
- Knowledge of or willingness to learn about compliance, data protection, and industry regulations related to customer verification.
- Strong attention to detail, problem-solving abilities, and capability to follow structured processes and guidelines.
- Comfort working in a hybrid environment, managing time effectively between office-based and remote work.
- Previous experience in financial services, utilities, collections, or a similar regulated environment is beneficial.
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