At a Glance
- Tasks: Support customers through challenging situations with empathy and understanding.
- Company: PRA Group, a diverse company making a real impact on the global economy.
- Benefits: Monthly recognition, annual bonuses, hybrid work, and a supportive team culture.
- Other info: Join a team that values accountability, respect, and ethical practices.
- Why this job: Make a genuine difference in people's lives while developing your skills.
- Qualifications: Great listening skills, compassion, and ability to handle sensitive conversations.
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
- 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
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.
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 in Kilmarnock employer: PRA Group
At PRA Group, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment where every day presents new challenges and opportunities to make a meaningful impact. Our commitment to employee growth is reflected in our comprehensive training programmes and recognition initiatives, fostering a culture of collaboration and respect. Located in a fast-paced contact centre, you will find not only job satisfaction but also the chance to contribute positively to the lives of customers during their most difficult times.
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 think about how your own experiences align with them. This will help you show that you're not just a good fit for the role, but also for the team.
✨Tip Number 2
Practice active listening skills. During your interview, demonstrate that you can listen and respond empathetically. This is crucial for a Customer Support Agent, so be ready to share examples of how you've handled sensitive conversations in the past.
✨Tip Number 3
Be prepared to discuss how you manage stress and emotionally challenging situations. PRA Group is looking for resilience, so think of times when you've successfully navigated tough calls or interactions and share those stories.
✨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 top of mind. And remember, apply through our website for the best chance at landing that job!
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 reflects the skills and experiences that align with the Customer Support Agent role. Highlight any previous experience in customer service, especially in sensitive situations, to show us you’re a great fit.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about helping others and how your values align with ours. Share specific examples of how you've made a difference in past roles to grab our attention!
Showcase Your Communication Skills:Since this role involves meaningful conversations, demonstrate your communication skills in your application. Use clear, concise language and make sure to convey empathy and understanding in your writing.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and you’ll be able to keep track of your application status!
How to prepare for a job interview at PRA Group
✨Understand the Role
Before your interview, take some time to really understand what being a Customer Support Agent at PRA Group entails. Familiarise yourself with the types of conversations you'll be having and the challenges customers face. This will help you demonstrate empathy and insight during your interview.
✨Showcase Your Listening Skills
Active listening is key in this role. Prepare examples from your past experiences where you've successfully listened to and supported someone in a difficult situation. Highlight how you managed to understand their needs and provide appropriate solutions.
✨Practice Empathy
Since you'll be dealing with sensitive topics, practice how you would approach these conversations. Think about how you can convey compassion and understanding, even when discussing tough subjects like financial hardship or personal loss. This will show that you're not just capable but also genuinely care about helping others.
✨Familiarise Yourself with Compliance
PRA Group operates within FCA regulations, so it’s important to have a basic understanding of compliance requirements. Brush up on relevant regulations and be ready to discuss how you would ensure adherence while providing support to customers. This will demonstrate your commitment to ethical practices.
