At a Glance
- Tasks: Support customers through financial challenges with empathy and tailored solutions.
- Company: Join Intrum, a leading credit management services provider in Europe.
- Benefits: Competitive salary, 33 days holiday, hybrid work, and health perks.
- Other info: Enjoy a supportive culture that values diversity and personal growth.
- Why this job: Make a real difference in people's lives while growing your career.
- Qualifications: Great communication skills and a positive attitude are key.
The predicted salary is between 22000 - 36000 £ per year.
However ambitious your KPIs might be, however challenging your day, you will always know you are doing a great job at Intrum. Because everything you do makes a necessary and genuine difference. Not just to our clients and their customers, but to society, to the economy, to all our futures. If you want a role where the work you do genuinely matters, you have found it.
We are looking for Customer Support Representatives who naturally reflect our values - people who communicate with empathy, act with integrity, and stay focused on doing what is right for every customer. You will be speaking with people who need support, clarity, and reassurance, and your ability to guide them with patience and understanding will make a real difference. You do not need previous contact centre experience. Great customer support comes from many backgrounds. What matters is your positive mindset, your commitment to helping others, and your ability to communicate with confidence and care. If you are motivated by meaningful conversations and want to contribute to something bigger, you will feel a strong sense of purpose here.
What you will 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, and investigating the 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 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, which gives you time to build relationships with the team and gain confidence in your role before remote working.
What we are 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 is 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 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 £27,081.60 with OTE up to £31,143 (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; breakfast and snacks provided in the office.
- Supportive, open, and value-driven culture: Ethics, Dedication, Solutions, Empathy.
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 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.
How to apply: If this role feels like the right fit and you are ready to take the next step, simply submit your English CV using the "Apply" button.
Call Centre - Financial Assist Associate (VQ226G) employer: Intrum
At Intrum, we pride ourselves on being an exceptional employer, offering a supportive and value-driven culture that prioritises ethics, empathy, and personal growth. Our Glasgow office provides a fantastic hybrid work environment, competitive salary, and comprehensive benefits, including private medical insurance and continuous training opportunities, ensuring that every employee can thrive both personally and professionally. Join us to make a meaningful impact in the financial health of individuals and businesses while enjoying a fulfilling career with a company that truly values its people.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre - Financial Assist Associate (VQ226G)
✨Tip Number 1
Get to know the company before your interview! Research Intrum's values and mission, so you can show how your own beliefs align with theirs. This will help you stand out as someone who genuinely cares about making a difference.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers in sensitive situations, role-play some scenarios with friends or family. This will help you feel more confident and prepared for those challenging conversations.
✨Tip Number 3
Be ready to share your experiences! Even if you don't have call centre experience, think of times when you've helped others or resolved conflicts. Highlight these moments during your interviews to showcase your empathy and problem-solving skills.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Intrum and making a positive impact.
We think you need these skills to ace Call Centre - Financial Assist Associate (VQ226G)
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for helping others and your positive mindset.
Tailor Your CV:Make sure to customise your CV for this role. Highlight any customer service experience you have, even if it’s not from a call centre. We love seeing how your unique background can contribute to our team!
Showcase Your Communication Skills:Since you'll be dealing with customers who need support, it's crucial to demonstrate your communication skills in your application. Use clear and concise language, and maybe share an example of a time you helped someone out.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to see all the other great opportunities we have!
How to prepare for a job interview at Intrum
✨Understand the Role
Before your interview, take some time to really understand what the Call Centre - Financial Assist Associate role entails. Familiarise yourself with the key responsibilities, such as providing tailored solutions for customers in financial difficulty. This will help you articulate how your skills and experiences align with the job.
✨Showcase Your Empathy
Since this role requires a lot of customer interaction, be prepared to demonstrate your ability to communicate with empathy. Think of examples from your past experiences where you’ve helped someone through a tough situation. This will show that you can connect with customers on a personal level, which is crucial for this position.
✨Prepare for Competency Questions
During the video interview, expect competency-based questions that assess your problem-solving skills and resilience. Prepare specific examples that highlight your ability to handle challenging conversations or complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Ask Insightful Questions
At the end of your interview, don’t forget to ask questions! This shows your interest in the role and the company. You might want to ask about the training process, team dynamics, or how success is measured in the role. It’s a great way to demonstrate your enthusiasm and commitment to making a difference.
