Customer Service Representative (VQ325M)

At Intrum, you will grow by making a difference in a highly international environment and in a supportive culture where effort counts. We are on the lookout for fantastic Customer Service Representatives (12-month Fixed Term) 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 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 37.5 hours per week Monday-Friday (between the hours of 08:00 to 20:00) and one in three Saturdays between the hours of 08:30 to 16:30 with varied shift patterns.

This will be a fixed-term contract for 12 months. Easily commute to our Manchester 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’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.
• 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 £25,389 with OTE up to £29,197 (bonus paid monthly, subject to performance).
• 30 days holiday including bank holidays, with the ability to buy more/sell back.
• Participation in gadget schemes and give as you earn charity donation 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.
• Access to private medical insurance, health cash plans, dental insurance, health assessments, life assurance, and more.
• Discounts on gym memberships, cycle to work schemes, and a 24/7 employee assistance programme.
• Sociable working hours and breakfast and lunch snacks provided in the office.

We have a 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:

• Learn more about us as a business and meet one of the recruitment team.
• Complete a short telephone interview to learn more about you and your skills and experience.
• Cover more details about the role and hours.
• If successful, you will be booked for a video interview with one of our Team Managers for a competency-based interview.
• Expect feedback within 24 hours, and successful applicants can also expect to receive a job offer at this stage.

About Intrum:

Intrum is the industry-leading provider of credit management services across 20 markets in Europe. By helping companies to get paid and supporting people with their late payments, Intrum leads the way to a sound economy and plays a critical role in society at large.

How to apply:

If you are interested in this position and believe you have the right experience, please send your English CV via the “apply button”. At Intrum, we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.