Call Centre - Customer Support Representative (Q127G)

Intrum; Glasgow; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Salary up to 32k OTE with monthlyBonus

33 days holiday incl. bank holidays

Gadget schemes

Pension scheme

Birthday day off

Hybrid work pattern

Job summary

Intrum in Glasgow is seeking empathetic Customer Support Representatives to help customers in financial difficulty. You will discuss tailored repayment plans, manage diverse accounts, and provide clear guidance with a focus on fair outcomes. The role uses AI-assisted guidance to enhance service quality.

We offer a competitive base salary with an achievable bonus, extensive holidays, and a supportive, hybrid working pattern. Ideal for passionate communicators with a customer-centric mindset.

Qualifications

• Strong communication style with customers.
• Experience in customer service or call centre environments.
• Ability to listen, be patient and solve problems empathetically.
• Comfort with discussing financial products and numbers clearly.

Responsibilities

• Speak with customers in financial difficulty to discuss tailored repayment options.
• Handle a variety of accounts (car finance, bank accounts, credit cards, loans, etc.).
• Provide personalised, transparent service and propose suitable solutions.
• Ensure delivery of outcomes under Consumer Duty regulation with fair customer outcomes.
• Support from AI-assisted tools to guide conversations and actions.
• Work 40 hours weekly on shifts within operating hours; hybrid working in Glasgow.

Skills

Excellent communication

Customer service experience

Empathy and active listening

Numeracy and financial literacy

Resilience & handling challenging conv

Tools

CRM systems

MS Office

Job description

Behind our global expansion and vast digital transformation lies four simple but powerful values. Ethics. Dedication. Solutions. Empathy. They\'re the values that drive our everyday, no matter how big we become. Others might think they\'re small things. But to us, they\'re everything.

Are you passionate about helping people and creating positive experiences? We\'re looking for empathetic, motivated individuals to join our team as Customer Support Representatives.

Whether you have experience in customer service or are bringing transferable skills from another industry, we\'re looking for people who can communicate with care, listen without judgement, and show genuine empathy in every customer interaction. You\'ll understand that every customer\'s situation is unique and take the time to build trust, understand their circumstances, and help them find the right support and solutions.

If you enjoy having meaningful conversations, solving problems with compassion, and making a real difference to customers during challenging times, we\'d love to hear from you.

What you’ll do:

• Day to day you will speak with customers who could be experiencing financial difficulty about their financial situation and provide tailored solutions, such as an affordable repayment plan.
• Make and receive calls to/from Customers, managing a variety of customer accounts such as car finance, bank accounts, credit cards, loans, catalogues, mortgages and mobile phone and investigating the detail in regard to customers debt.
• Provide personalised and customer focused service by being transparent and delivering tailored solutions for each customer to reduce overall customer debt.
• Responsible for ensuring the delivery and compliance with all outcomes and activities held within the Consumer Duty regulation, driving fair outcomes for customers
• Our colleagues are supported by Modern AI-assisted technology that helps provide relevant information, guidance and next-best actions during customer conversations, allowing you to focus on delivering excellent service.
• Work 40 hours per week. You will be scheduled for a range of shifts during our operating hours: Our current operating hours are Monday to Friday from 08:00 to 19.00, and Saturdays from 08:00 to 14:00. Shift patterns and rotations will vary depending on the campaign you are assigned to.
• Easily commute to our Glasgow office, this role is hybrid working in this location. You will be office based for the duration of your induction (Circa 8 weeks) and for a period of time after. Which gives you time to build relationships with the team and gain confidence in your role before remote working. So, expect to be office based after your induction initially for a few months, we will discuss individually with you when you are confident to commence hybrid working.

What we’re looking for:

• Fantastic with people after all you will be our first point of contact for our customers and play a key role in providing the help, support and empathy needed to achieve the best outcome.
• Positive attitude, self-motivated, enthusiastic individuals, who are ready to make a real difference.
• Customer Service experience, whether that\'s face to face or in a call centre environment. We\'re interested in your excellent communication skills and ability to help customers.
• Enjoy making decisions and connecting with people from all walks of life.
• Able to use different systems, accurately reflecting conversations, and the outcome.
• Able to deal with sensitive/challenging conversations along with complaints and have the resilience to bounce back from them.
• Good numeracy and English literacy skills to help break down some of the complexities around financial products and solutions so you can communicate clearly with customers.

What we offer:

At Intrum we offer not only a challenging and rewarding career but also:

• Lifestyle: Competitive starting base salary of £28,163.20 with OTE up to £32,387.68 (bonus paid monthly, subject to performance). 33 days holiday including bank holidays, with the ability to buy more/sell back. You can participate in gadget schemes. Access to a contributory workplace pension scheme. An extra day to celebrate your birthday. Fantastic hybrid work pattern where you can work a mixture of home and office.
• Opportunities to grow: Structured and continuous training, weekly coaching for your personal development/progression, and employee recognition programmes to help you grow in your career.
• Health: Access to private medical insurance, life assurance, and more.
• Wellbeing: Discounts on gym memberships, cycle to work schemes, and a 24/7 employee assistance programme. Sociable working hours breakfast and snacks provided in the office.
• Supportive, open and value-driven culture: Ethics. Dedication. Solutions. Empathy. Our values aren\'t just words hanging in the reception. They guide us all on a daily basis. It\'s what makes our culture inclusively open, inspiringly supportive and rich in diverse perspectives. It\'s why Intrum is a natural home for people ready to make a difference. And it\'s why people like you recognise this is the place to do just that.

About Intrum:

Enabling financial health for people, businesses, and society.

Intrum is Europe\'s leading credit management services provider, helping businesses secure payments while supporting consumers in regaining financial stability. With a strong presence across 20 markets, we combine local expertise with global reach to drive sustainable financial solutions. With 9,000 dedicated employees, we work every day to create sustainable financial solutions.

At Intrum we consider everybody to be a leader. We lead ourselves when collaborate to meet the needs of our clients and customers. We are all accountable to our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our 3 leadership principles: Deliver Impact, Inspire Trust and Embrace Growth.

At Intrum we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.

If a person with disabilities is put at a disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should contact Intrum Talent Acquisition team via as soon as possible before the closing date to discuss your needs.

We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record, right to work and reference checks as part of our pre-employment screening. You should not be bankrupt, have any outstanding county court judgments on your credit file. You must not have excessive default balances, and any outstanding debt will be considered on a case-by-case basis.

We recognise that candidates may use AI to support research, proofreading and preparation. However, all information submitted as part of your application must be your own work and accurately reflect your skills, experience and achievements.

We may assess authenticity throughout the selection process. Any misleading, inaccurate or AI-generated content presented as your own experience may result in your application being withdrawn.