Call Centre - Customer Support Representative (Q426G)

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

Benefits offered by this job

Competitive base salary

OTE up to £32,387.68 (bonus monthly)

33 days holiday (bank holidays)

Hybrid work pattern

Pension scheme

Private medical insurance

Birthday day off

Job summary

Intrum in Glasgow is seeking empathetic Customer Support Representatives to help customers in financial difficulty. You will handle calls across diverse account types, providing personalised repayment options and clear, compassionate guidance.

The role emphasizes a customer-first approach with training, supportive team culture, and hybrid working arrangements in Glasgow. You will be the first point of contact, delivering fair outcomes and maintaining high service standards.

Qualifications

• Experience in customer service or similar roles.
• Strong communication skills and empathy.
• Able to handle sensitive conversations and complaints.
• Good numeracy and clarity when explaining financial products.

Responsibilities

• Speak with customers in financial difficulty to provide tailored solutions, such as affordable repayment plans.
• Make and receive calls across a range of accounts (car finance, bank accounts, credit cards, loans, mortgages, etc.).
• Provide personalised, customer-focused service and deliver tailored solutions to reduce debt.
• Ensure compliance with Consumer Duty regulations and fair outcomes for customers.

Skills

Customer service

Communication

Empathy

Numeracy

English literacy

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'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.

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.

Interested? We thought you would be! But there's more!

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.

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 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.