At a Glance
- Tasks: Engage with customers via email, SMS, and webchat to provide top-notch support.
- Company: Join PRA Group, a diverse company making a real impact on the global economy.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Dynamic work environment with a focus on teamwork and respect.
- Why this job: Be part of a team that values your input and fosters professional development.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 24000 - 28000 £ 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: The role includes responding to all communications received from customers via email, SMS and webchat.
Main Duties and Responsibilities:
- Maintain a high level of system and process knowledge
- Perform consistently to meet performance standards and daily goals set by the department
- Demonstrate high level of professionalism in response to all customer queries
- Adapt communication style to suit email, SMS and webchat responses
- Ensure a high level of pride is taken in all communications and that all commitments are adhered to
- Be self-motivated with the ability to work on own initiative or as part of a team
- Any other duties as directed by Management
Relationship Management:
- Support the organisational position on all business directives
- Respond to managerial direction and requests in a positive manner
- Be accessible and approachable to all business partners
- Adapt communication style to suit audience
- Share best practice with other team members
- Liaise with Team Leader to achieve joint business goals
Code of conduct:
- Adhere to PRA U.K. code of conduct
- Be punctual for shifts, breaks, lunch
- Adhere to PRA U.K. dress code
- Conduct self in a professional and appropriate manner at all times
- Ability to adapt to an ever-changing environment
- Respond in a positive manner to coaching and take ownership of own development
- Adhere to clear desk policy
- Adhere to all PRA U.K. directives and working practices
- Treat all customers and colleagues with respect
- Ensure adherence to Compliance Practices. Customers to be treated as individuals, fairly and consistently
Key Performance Indicators:
- Maintain individual daily workload target with a key focus on interactions per hour and Account Quality
- All other targets as defined by Management
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 Solutions Agent (Digital) in Kilmarnock employer: PRA Group
At PRA Group, we pride ourselves on fostering a dynamic and inclusive work environment where every employee is valued and empowered to grow. As a Customer Solutions Agent, you will benefit from comprehensive training, ongoing development opportunities, and a supportive team culture that encourages collaboration and innovation. Located in the heart of the UK, our office offers a vibrant atmosphere with easy access to local amenities, making it an ideal place for those seeking a meaningful career with a global impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solutions Agent (Digital) in Kilmarnock
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PRA Group. 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 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 Solutions Agent (Digital) in Kilmarnock
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:Your cover letter is your chance to shine! Tell us why you want to work at PRA Group 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!
How to prepare for a job interview at PRA Group
✨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.
