At a Glance
- Tasks: Support customers through tough times with empathy and understanding.
- Company: Join PRA Group, a diverse company making a real impact.
- Benefits: Enjoy recognition programmes, 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.
Empathetic Debt Support Specialist 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 where every team member plays a vital role in making a real difference in the lives of our customers. Our commitment to employee growth is reflected in our comprehensive training programmes, recognition initiatives, and a culture that values collaboration and empathy, ensuring that you feel valued and empowered in your role as an Empathetic Debt Support Specialist.
StudySmarter Expert Advice🤫
We think this is how you could land Empathetic Debt Support Specialist in Kilmarnock
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with customers and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your active listening skills! During the interview, make sure to listen carefully to the questions being asked. Respond thoughtfully, showing that you understand the importance of empathy in customer support, especially in sensitive situations.
✨Tip Number 3
Prepare some examples from your past experiences where you've successfully handled difficult conversations. This could be anything from resolving a customer complaint to supporting someone through a tough time. Real-life stories can really make you stand out!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your appreciation and keeping you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the role.
We think you need these skills to ace Empathetic Debt Support Specialist in Kilmarnock
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Empathetic Debt Support Specialist. Highlight any relevant experience you have in customer support, especially in sensitive situations. We want to see how you can make a real difference!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for helping others and how your values align with ours. Be genuine and let us know why you’re excited about this role and what you can bring to our team.
Showcase Your Communication Skills:Since this role involves having honest and empathetic conversations, make sure your application reflects your communication style. Use clear, concise language and demonstrate your ability to connect with people through your writing.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join 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 an Empathetic Debt Support Specialist involves. Familiarise yourself with the types of conversations you'll be having and the challenges customers face. This will help you demonstrate your understanding and empathy during the interview.
✨Showcase Your Listening Skills
Active listening is key in this role. Prepare examples from your past experiences where you've successfully listened to someone in a difficult situation and how you helped them. This will show that you can handle sensitive conversations with care and compassion.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific situations, such as dealing with distressed customers or managing complex financial discussions. Think through potential scenarios beforehand and practice your responses to show your problem-solving skills and emotional intelligence.
✨Demonstrate Your Team Spirit
Collaboration is important in this role, so be prepared to discuss how you've worked effectively in a team before. Share examples of how you've contributed to team success and how you value sharing insights and learning from others.
