At a Glance
- Tasks: Support customers in sensitive situations through phone, email, and live chat.
- Company: PRA Group (UK) Ltd is dedicated to helping customers navigate complex financial circumstances.
- Benefits: Enjoy monthly recognition programmes and annual bonus opportunities.
- Other info: This role operates Monday to Friday, 8am to 5pm in a hybrid setting.
- Why this job: Make a genuine difference in people's lives while working in a supportive team culture.
- Qualifications: Must have great active listening skills and be comfortable with vulnerable conversations.
The predicted salary is between 28000 - 30044 £ per year.
Make a real difference every single day. If you're looking for a role where no two days are the same, where the conversations truly matter, and where you can help people through some of the most difficult moments of their lives — this could be the perfect fit. Our dialler‑based contact centre is fast‑paced, supportive, and driven by one shared mission: to help customers experiencing complex personal and financial circumstances find the right path forward.
What Your Day Looks Like
- Supporting customers facing difficult or sensitive situations
- Dealing with different call types (e.g., self‑harm, financial hardship, terminal illness)
- Having honest, empathetic conversations to understand their circumstances
- Encouraging open disclosure so you can offer the right help
- Managing customer and third‑party communications across phone, email, letter and live chat
- Using multiple internal systems and tools to review accounts, record details and process decisions
- Collaborating with your team, sharing insights, and continuously improving how we work
- Celebrating wins – big or small – because great work deserves recognition
- Receiving support whenever you need it; you’re never alone in this role
What We Expect From You
- Holding meaningful conversations that lead to great customer outcomes
- Maintaining excellent quality and accuracy in all communications
- Understanding your customer, even when situations are complex
- Supporting customers in setting up sustainable and affordable repayment plans to help them move towards becoming debt‑free
- Working within FCA regulations and following all compliance requirements (fully covered in training)
- Managing your caseload efficiently and meeting agreed targets
- Confidently using multiple systems, Microsoft applications and digital tools
- Living our values in everything you do
Our Values
- Committed – we always give our best
- Accountable – we own our actions
- Respectful – we treat each other with care and kindness
- Ethical – we do the right thing, always
- Successful – we work together to achieve great things
You’ll Be Great In This Role If You Are…
- Great active listening skills
- Driven to achieve targets
- Comfortable asking vulnerable customers to make payments towards their debt if that’s the right outcome
- Confident, calm and compassionate when speaking with customers, including those who may be distressed, recently bereaved, or expressing thoughts of self‑harm
- Patient, understanding and able to keep conversations grounded
- Comfortable assessing customer capacity and making clear, informed decisions
- Skilled at spotting the unspoken – picking up on clues or details that influence outcomes
- Highly resilient, with the ability to reset and refocus after emotionally challenging calls
- Technically confident and computer‑literate, able to switch between systems quickly
- Someone who loves sharing ideas and helping your team improve
- Open to coaching, learning and developing new strengths
- Naturally engaging and able to build trust quickly
The Perks
- Monthly and quarterly recognition programmes
- Annual bonus opportunities
- Hybrid – currently Monday to Friday, 8am to 5pm
- A supportive team culture where we look out for each other
- Real job satisfaction – the chance to make a genuine difference in people’s lives
Equal Opportunities Statement
PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.
Customer Support Agent employer: PRA GROUP, INC.
PRA Group (UK) Ltd offers a supportive team culture and real job satisfaction by helping customers in need. Located in the UK, they provide monthly recognition programmes and annual bonuses to celebrate employee contributions. The mission focuses on ethical support for individuals facing financial hardships.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PRA GROUP, INC.. 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 PRA GROUP, INC. 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 Customer Support Agent
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 PRA GROUP, INC.:Your cover letter is your chance to shine! Tell us why you want to work at PRA GROUP, INC. 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 PRA GROUP, INC.!
How to prepare for a job interview at PRA GROUP, INC.
✨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.
