Call Centre - Customer Support Representative (Q426G)

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

Benefits offered by this job

Hybrid work pattern

33 days holiday incl. bank holidays

Pension scheme

Private medical insurance

Life assurance

Gym membership discounts

Cycle to work scheme

Birthday day off

Employee assistance programme

Structured training and coaching

Job summary

Intrum Justitia in Glasgow is seeking empathetic Customer Support Representatives to be the first point of contact for customers facing financial difficulty. You’ll listen with care, explain options, and tailor repayment plans with fairness and clarity.

You’ll join a supportive team in a hybrid working pattern, with comprehensive training and ongoing development. Strong communication and resilience are essential to helping customers navigate their financial journeys.

Qualifications

• Prior experience in customer service is a plus.
• You communicate with care and listen empathetically.
• Strong spoken and written English required.
• Able to explain complex financial options clearly.
• Resilience in challenging conversations is important.

Responsibilities

• Speak with customers in financial difficulty to discuss options and repayment plans.
• Handle calls across various account types and investigate debt details.
• Provide personalised, transparent service to reduce customer debt.
• Ensure compliance with Consumer Duty regulations and fair outcomes.
• Be part of a 40-hour weekly schedule with varied shifts.
• Indicate that induction is office-based in Glasgow and then hybrid.

Skills

Customer service

Empathy

Communication

Numeracy

English literacy

Resilience

Job description

At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts. Our values aren’t words. They’re everything. 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’re experienced in customer service or bringing transferable skills from another industry, we value people who communicate with care, listen with empathy, and thrive in a supportive team environment. If you enjoy meaningful conversations, solving problems, and making a genuine difference in people’s day-to-day experiences, 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.
• 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:

• 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.
• Structured and continuous training, weekly coaching for your personal development/progression, and employee recognition programmes to help you grow in your career.
• Access to private medical insurance, life assurance, and more.
• 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.

What to expect at our Virtual Hiring Event

We like to keep things simple, while at the same time ensuring the fit is right for you. At our hiring event, you’ll get to learn more about us as a business and get to meet one of the recruitment team. We’ll complete a short telephone interview with you to learn more about you and what skills and experience you have. We’ll also cover some more details about the role and hours. If successful at this stage, you will then be booked for a video interview with one of our Team Managers for a competency-based interview. We will then be back in contact with you, usually within 24 hours, to gather your thoughts and provide feedback. Successful applicants can also expect to receive a job offer at this stage.

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 [e-mail] 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.

Intrum is the European leader in ethical debt resolution and credit management services, helping businesses get paid and individuals regain financial stability. By combining deep expertise, advanced technology, and responsible practices, we ensure fair and sustainable financial solutions that benefit businesses, individuals, and society. With 9,000 dedicated employees, we work every day to create sustainable financial solutions. Our commitment to sustainability and financial well-being is at the core of everything we do.

Read more about our people At Intrum, we are driven by our purpose of enabling financial health for people, businesses, and society. We are guided in this by our four values. Read more about them here We act with integrity, transparency, and respect in every interaction. Our approach is built on expertise, innovation, and a commitment to fairness, ensuring that businesses secure payments while individuals receive the support they need. Discover Intrum AI