At a Glance
- Tasks: Support customers through tough times with empathy and understanding.
- Company: Join PRA Group, a diverse company making a real impact globally.
- Benefits: Enjoy monthly recognition, annual bonuses, and a supportive team culture.
- Other info: Hybrid work model with opportunities for personal growth and development.
- Why this job: Make a genuine difference in people's lives every day.
- Qualifications: Great listening skills and a compassionate approach to customer interactions.
The predicted salary is between 30000 - 40000 £ per year.
We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.
Position Summary:
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
Every day brings something new, meaningful, and genuinely impactful:
- Supporting customers facing difficult or sensitive situations
- Dealing with different call types ie 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
You’ll be trusted to deliver high‐quality, compassionate and solution‐focused customer interactions by:
- 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 (and we really mean them)
- 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 (because great work deserves great benefits)
- 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
Most importantly...
This is a role with real purpose. You’ll support people at some of the most vulnerable points in their lives — and help them feel heard, understood, and supported.
If this sounds like the kind of work that inspires you, we’d love to hear from you.
Customer Support Agent in Kilmarnock employer: PRA GROUP, INC.
At PRA Group, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment in Kilmarnock. Our team culture is built on empathy and collaboration, where every employee has the opportunity to make a meaningful impact in the lives of our customers while enjoying benefits such as recognition programmes and annual bonuses. We are committed to your growth and development, ensuring you feel valued and empowered in your role as a Customer Support Agent.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Agent in Kilmarnock
✨Tip Number 1
Get to know the company culture! Before your interview, check out PRA Group's values and mission. This will help you align your answers with what they care about, showing that you're not just a good fit for the role, but for the team too.
✨Tip Number 2
Practice active listening! In customer support, it’s all about understanding the customer’s needs. During your interview, demonstrate this skill by summarising what the interviewer says and asking follow-up questions. It shows you’re engaged and ready to help.
✨Tip Number 3
Be prepared for scenario-based questions! Think about how you would handle sensitive situations, like dealing with distressed customers. Share specific examples from your past experiences to illustrate your problem-solving skills and empathy.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. Mention something specific from your conversation to remind them of your chat. It’s a nice touch that keeps you on their radar and shows your enthusiasm for the role.
We think you need these skills to ace Customer Support Agent in Kilmarnock
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Support Agent. Highlight your experience in handling sensitive situations and your ability to have meaningful conversations. We want to see how you can make a real difference!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use examples from your past experiences that show your active listening, empathy, and resilience. We love seeing how you’ve tackled challenges head-on.
Be Authentic:When writing your cover letter, let your personality shine through. Share why you’re passionate about helping others and how you align with our values. We’re looking for genuine connections, so be yourself!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at PRA GROUP, INC.
✨Understand the Role
Before your interview, take some time to really understand what being a Customer Support Agent involves. Familiarise yourself with the types of calls you might handle, especially those that are sensitive or complex. This will help you demonstrate your empathy and active listening skills during the interview.
✨Showcase Your Communication Skills
Since this role requires having honest and compassionate conversations, be prepared to discuss how you've successfully navigated difficult conversations in the past. Use specific examples to illustrate your ability to connect with customers and provide support, especially in challenging situations.
✨Demonstrate Resilience
The job can be emotionally demanding, so it's important to show that you can handle stress and bounce back from tough calls. Share experiences where you've managed to stay calm and focused under pressure, and how you’ve learned to reset after challenging interactions.
✨Be Ready to Discuss Compliance
Familiarise yourself with FCA regulations and compliance requirements relevant to the role. Be prepared to discuss how you would ensure adherence to these guidelines while still providing excellent customer service. This shows that you’re not only compassionate but also responsible and accountable.
