Call Centre – Customer Support Representative (VQ326G)

Job Description

At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts.

Responsibilities

• Speak with customers who may be experiencing financial difficulty about their financial situation and provide tailored solutions, such as an affordable repayment plan.
• Make and receive calls to/from customers, managing a variety of customer accounts (car finance, bank accounts, credit cards, loans, catalogues, mortgages, mobile phone) and investigate the details of customers’ debt.
• Provide personalised, customer focused service by being transparent and delivering tailored solutions to reduce overall customer debt.
• Ensure the delivery and compliance with outcomes and activities held within the Consumer Duty regulation, driving fair outcomes for customers.
• Work 40 hours per week, scheduled for a range of shifts during operating hours (Monday to Friday 08 00, Saturday 08 00). Shift patterns and rotations vary depending on the campaign assigned.
• Initially office based for the induction period (circa 8 weeks) and thereafter, with hybrid working offered.

Qualifications

• Fantastic with people; you will be our first point of contact for customers, providing help, support and empathy needed to achieve the best outcome.
• Positive attitude, self motivated, enthusiastic and ready to make a real difference.
• Customer Service experience, whether face to face or in a call centre environment.
• Excellent communication skills, able to help customers and make decisions confidently.
• Able to use different systems, accurately reflecting conversations and outcomes.
• Able to deal with sensitive or challenging conversations, including complaints, with resilience to bounce back.
• Good numeracy and English literacy skills to explain the complexities around financial products and solutions.
• Eligibility: You should not be bankrupt, have any outstanding county court judgments on your credit file, or have excessive default balances; any outstanding debt will be considered on a case by case basis.

Benefits

• Competitive starting base salary of £28,163.20 with OTE up to £32,387.68 (bonus paid monthly, subject to performance).
• 33 days holiday including bank holidays, with the ability to buy more or sell back.
• Access to a contributory workplace pension scheme.
• An extra day to celebrate your birthday.
• Hybrid work pattern: a mixture of home and office.
• Structured and continuous training, weekly coaching for personal development, and employee recognition programmes.
• Private medical insurance and life assurance.
• Discounts on gym memberships, cycle to work schemes, and a 24/7 employee assistance programme.
• Breakfast and snacks provided in the office during sociable working hours.

Equal Opportunity Employer Statement

We are an equal opportunities employer, authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record, right to work and reference checks as part of our pre employment screening. If you need a change made so that you can apply, please contact the Intrum Talent Acquisition team via as soon as possible before the closing date to discuss your needs.