At a Glance
- Tasks: Help customers navigate financial challenges with empathy and tailored solutions.
- Company: Join Intrum, a leading credit management services provider in Europe.
- Benefits: Competitive salary, hybrid work, health perks, and 33 days holiday.
- Other info: Enjoy a supportive culture with opportunities for personal growth.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Great communication skills and a positive attitude towards helping others.
The predicted salary is between 24833 - 30351 £ per year.
At Intrum, you will grow by making a difference in a highly international environment and in a supportive culture where effort counts. Our values aren’t just words; they’re everything. Behind our global expansion and vast digital transformation lie four simple but powerful values: Ethics, Dedication, Solutions, and Empathy. Are you passionate about helping people and creating positive experiences? We’re looking for empathetic, motivated individuals to join our team as Customer Support Representatives.
Whether you have experience in customer service or are bringing transferable skills from another industry, we’re looking for people who can communicate with care, listen without judgement, and show genuine empathy in every customer interaction. You’ll understand that every customer’s situation is unique and take the time to build trust, understand their circumstances, and help them find the right support and solutions. If you enjoy having meaningful conversations, solving problems with compassion, and making a real difference to customers during challenging times, we’d love to hear from you.
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.
Our colleagues are supported by modern AI-assisted technology that helps provide relevant information, guidance, and next-best actions during customer conversations, allowing you to focus on delivering excellent service.
You will work 40 hours per week, scheduled for a range of shifts during our operating hours: Monday to Friday from 08:00 to 19:00, and Saturdays from 08:00 to 14:00. Shift patterns and rotations will vary depending on the campaign you are assigned to. This role is hybrid working in our Glasgow office. You will be office-based for the duration of your induction (circa 8 weeks) and for a period of time after, which gives you time to build relationships with the team and gain confidence in your role before remote working.
What we're looking for:
- Fantastic with people, as 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.
- 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.
- Participation 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.
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. We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority.
Call Centre - Customer Support Representative (Q127G) in Glasgow employer: Intrum Justitia
At Intrum, we pride ourselves on being an excellent employer, offering a supportive and inclusive work culture that values ethics, dedication, solutions, and empathy. Our Glasgow office provides a fantastic hybrid working model, competitive salary, and numerous employee benefits, including structured training and personal development opportunities, making it an ideal place for those looking to make a meaningful impact in customer support. Join us to be part of a team that not only prioritises your growth but also fosters a sense of community and purpose in helping others achieve financial stability.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre - Customer Support Representative (Q127G) in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intrum Justitia. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Intrum Justitia before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Centre - Customer Support Representative (Q127G) in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Intrum Justitia:Your cover letter is your chance to shine! Tell us why you want to work at Intrum Justitia specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Intrum Justitia!
How to prepare for a job interview at Intrum Justitia
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
