Call Centre - Financial Assist Associate (Q126G) - Intrum in Glasgow

Know you’re doing a good job. However ambitious your KPIs might be, however challenging your day, you’ll always know you’re 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, and to all our futures. If you want a role where the work you do genuinely matters, you’ve found it.

We’re looking for Customer Support Representatives who reflect our values — people who communicate with empathy, act with integrity, and stay focused on doing what’s right for every customer. You’ll speak with people who need support, clarity and reassurance, and your ability to guide them with patience and understanding will make a real difference. You don’t 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’re motivated by meaningful conversations and want to contribute to something bigger, you’ll feel a strong sense of purpose here.

Responsibilities

• 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.
• Work 40 hours per week. You will be scheduled for a range of shifts during our operating hours: Monday to Friday 08:00–19:00, Saturdays 08:00–14:00. 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 after. This helps you build relationships and gain confidence before remote working. You can discuss timing for moving to hybrid work with your manager.

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. You’ll have excellent communication skills and the 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 or challenging conversations, including complaints, with resilience to bounce back.
• Good numeracy and English literacy skills to help explain financial products and solutions clearly to 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.
• Access to gadget schemes.
• Pension scheme.
• An extra day to celebrate your birthday.
• Flexible hybrid work pattern.
• Structured and continuous training, weekly coaching for personal development/progression, and employee recognition programmes.
• 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.

Culture: Ethics, dedication, solutions, empathy. Our values guide us daily and support a diverse, inclusive environment. Intrum is a natural home for people ready to make a difference.

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 and 9,000 employees, we work to create sustainable financial solutions. We are committed to leadership, collaboration, accountability, trust, and care, reflected in our three leadership principles: Deliver Impact, Inspire Trust and Embrace Growth. We strive to create a diverse and inclusive workplace and encourage applicants from all backgrounds to apply.

If a person with disabilities is put at a disadvantage, we will make reasonable changes to our processes. Contact Intrum Talent Acquisition to discuss needs before the closing date. We are an equal opportunities employer and are regulated by the Financial Conduct Authority. Pre-employment screening includes credit, fraud, criminal record, right to work and references. You should not be bankrupt or have outstanding county court judgments; outstanding debt will be considered on a case-by-case basis.

How to apply: If this role feels like the right fit, please submit your English CV using the "Apply" button.