At a Glance
- Tasks: Support customers through financial challenges and provide tailored solutions to improve their situations.
- Company: Join Intrum, Europe's leading credit management services provider with a supportive culture.
- Benefits: Competitive salary, hybrid work options, 33 days holiday, and continuous training for career growth.
- Other info: Diverse workplace with opportunities for personal development and employee recognition.
- Why this job: Make a real difference in people's lives while developing your skills in a dynamic environment.
- Qualifications: Great communication skills and a positive attitude; customer service experience is a plus.
The predicted salary is between 24860 - 30384 £ per year.
En Intrum, crecerás haciendo la diferencia. Lo harás en un entorno altamente internacional. Y en una cultura de apoyo donde el esfuerzo cuenta. Our values aren’t words. They’re everything. Behind our global expansion and vast digital transformation lies four simple but powerful values: Ethics, Dedication, Solutions, Empathy. They’re the values that drive our everyday, no matter how big we become.
What you’ll do:
- Day to day you will 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 phone and investigating the detail in regard to customers debt.
- Provide personalised and customer focused service by being transparent and delivering tailored solutions for each customer to reduce overall customer debt.
- Responsible for ensuring the delivery and compliance with all outcomes and activities held within the Consumer Duty regulation, driving fair outcomes for customers.
Working hours and location:
- Work 40 hours per week. You will be scheduled for a range of shifts during our operating hours: Our current operating hours are 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.
- Easily commute to our Glasgow 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 after all 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.
- Able to use different systems, accurately reflecting conversations, and the outcome.
- 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 breakfast and snacks provided in the office.
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 to our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our 3 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 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.
What to expect at our Virtual Hiring Event:
We like to keep things simple, while at the same time ensuring the fit is right for you. At our hiring event, you’ll get to learn more about us as a business and get to meet one of the recruitment team. We’ll complete a short telephone interview with you to learn more about you and what skills and experience you have. We’ll also cover some more details about the role and hours. If successful at this stage, 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.
Call Centre - Customer Support Representative (Q426G) in Glasgow employer: Intrum Justitia
Intrum Justitia is an excellent employer that prioritises a supportive and value-driven culture, making it an ideal place for a Strategic Resource Planner. With a strong focus on employee development through training and wellness benefits, you will have the opportunity to grow your career while contributing to operational efficiency in a dynamic environment. Located in a vibrant area, the company offers a collaborative atmosphere where your insights directly impact resource planning and scheduling.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre - Customer Support Representative (Q426G) 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 (Q426G) 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.
