Customer Support Representative (VQ226R)

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

Join a team that makes a difference. Daily.

We’re on the lookout for fantastic Customer Service Representatives who will love speaking with people over the telephone and providing financial solutions to their queries. You don’t have to have call centre experience; we know that customer service experience comes from a variety of industries; what you will have is a friendly personality and excellent communication skills.

What you’ll do:

• Speak with customers who could 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 such as car finance, bank accounts, credit cards, loans, catalogues, mortgages, and mobile phones while investigating details regarding customers' debt.
• Provide personalised and customer-focused service by being transparent and delivering tailored solutions for each customer to reduce overall customer debt.
• Ensure the delivery and compliance with all 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 our operating hours: Monday to Friday from 08:00 to 20:00, and Saturdays from 09:00 to 13:30. Shift patterns and rotations will vary depending on the campaign you are assigned to.
• Easily commute to our Reigate office; this role is hybrid working in this location. You will be office-based for the duration of your induction (circa 8 weeks) and for a period of time after.

What we're looking for:

• Fantastic with people; you will be our first point of contact for our customers and play a key role in providing the help, support, and empathy needed to achieve the best outcome.
• Positive attitude, self-motivated, enthusiastic individuals, who are ready to make a real difference.
• Customer service experience, whether that's face-to-face or in a call centre environment. We're interested in your excellent communication skills and ability to help customers.
• Enjoy making decisions and connecting with people from all walks of life.
• Able to use different systems, accurately reflecting conversations and outcomes.
• Able to deal with sensitive/challenging conversations along with complaints and have the resilience to bounce back from them.
• Good numeracy and English literacy skills to help break down some of the complexities around financial products and solutions so you can communicate clearly with customers.

What we offer:

• 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/sell back. You can participate in gadget schemes. Access to a contributory workplace pension scheme. An extra day to celebrate your birthday. Fantastic hybrid work pattern where you can work a mixture of home and office.
• Structured and continuous training, weekly coaching for your personal development/progression, and employee recognition programmes to help you grow in your career.
• Access to private medical insurance, life assurance, and more.
• Discounts on gym memberships, cycle to work schemes, and a 24/7 employee assistance programme. Sociable working hours with breakfast and snacks provided in the office.
• Supportive, open and value-driven culture: Ethics, Dedication, Solutions, Empathy. Our values guide us daily, making our culture inclusively open, inspiringly supportive, and rich in diverse perspectives.

What to expect at our Virtual Hiring Event:

• A short telephone interview to learn more about you and your skills and experience.
• If successful, you will then be booked for a video interview with one of our Team Managers for a competency-based interview.
• We will then be back in contact with you, usually within 24 hours, to gather your thoughts and provide feedback. Successful applicants can also expect to receive a job offer at this stage.

About Intrum:

Enabling financial health for people, businesses, and society. Intrum is Europe’s leading credit management services provider, helping businesses secure payments while supporting consumers in regaining financial stability. With a strong presence across 20 markets, we combine local expertise with global reach to drive sustainable financial solutions.

At Intrum, we consider everybody to be a leader. We lead ourselves when we collaborate to meet the needs of our clients and customers. We are all accountable for our actions and trust and care for each other. This reflects in our leadership principles: Deliver Impact, Inspire Trust, and Embrace Growth.

At Intrum, we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.

If a person with disabilities is put at a disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should contact the Intrum Talent Acquisition team via recruitmentuk@intrum.co.uk as soon as possible before the closing date to discuss your needs.

We are an equal opportunities employer and 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. You should not be bankrupt, have any outstanding county court judgments on your credit file. You must not have excessive default balances, and any outstanding debt will be considered on a case-by-case basis.

How to apply:

If this role feels like the right fit and you’re ready to take the next step, simply submit your English CV using the “Apply” button.