Call Centre - Customer Support Representative - Reigate (Q425R)

Intrum; Reigate; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

A leading credit management provider in Reigate is seeking a Customer Service Representative to assist customers facing financial difficulties. The role involves providing tailored solutions, managing calls, and ensuring compliance with regulations. The ideal candidate will have excellent communication skills and a positive attitude. This position offers a competitive salary, a hybrid work pattern, and various employee benefits.

Benefits

33 days holiday including bank holidays

Private medical insurance

Discounts on gym memberships

Qualifications

• Friendly personality with empathy towards customers.
• Ability to handle sensitive or challenging conversations.
• Strong decision-making skills.

Responsibilities

• Provide tailored solutions for customers experiencing financial difficulties.
• Manage calls from customers regarding various financial accounts.
• Ensure compliance with Consumer Duty regulations.

Skills

Excellent communication skills

Positive attitude

Customer service experience

Good numeracy skills

Job description

Overview

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. Join a team that makes a difference. Daily. Are you our new Customer Service Representative?

We’re on the lookout for fantastic Customer Service Representatives who will love speaking with people over the telephone and providing financial solutions to their queries. You don’t have to have call centre experience; we know that customer service experience comes from a variety of industries; what you will have is a friendly personality and excellent communication skills.

What you’ll do

• Speak with customers who may 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 accounts such as car finance, bank accounts, credit cards, loans, catalogues, mortgages and mobile phones, and investigate the details regarding customers’ debt.
• Provide personalised and customer-focused service by being transparent and delivering tailored solutions for each customer to reduce overall debt.
• Ensure delivery and compliance with all outcomes and activities under the Consumer Duty regulation, driving fair outcomes for customers.
• Work 40 hours per week. Shifts during operating hours: Monday to Friday 08:00–20:00 and Saturdays 09:00–13:30. Shift patterns and rotations vary by campaign.
• Easily commute to our Reigate, Surrey office; this role is hybrid. Induction is office-based for circa 8 weeks, with the option to move to hybrid working thereafter.

What we're looking for

• Fantastic with people as you will be the first point of contact for customers and will provide help, support and empathy to achieve the best outcome.
• Positive attitude, self-motivated, enthusiastic individuals ready to make a real difference.
• Customer service experience, whether face-to-face or in a call centre environment, with excellent communication skills.
• Ability to make decisions and connect with people from all walks of life.
• Able to use different systems, accurately reflecting conversations and outcomes.
• Able to handle sensitive or challenging conversations, including complaints, with resilience to recover quickly.
• Good numeracy and English literacy skills to explain financial products and solutions clearly to customers.

What we offer

• Lifestyle: Competitive starting base salary of £27,081.60 with OTE up to £31,143.84 (monthly bonus, subject to performance). 33 days holiday including bank holidays, with the option to buy more or sell back. Gadget schemes, contributory workplace pension, an extra day to celebrate your birthday. Hybrid work pattern with a mix of home and office.
• Opportunities to grow: Structured and continuous training, weekly coaching for personal development, and employee recognition programs.
• Health: Access to private medical insurance, life assurance, and more.
• Wellbeing: Discounts on gym memberships, cycle-to-work scheme, 24/7 employee assistance programme. Office provides breakfast and snacks.
• Supportive, open and value-driven culture: Ethics. Dedication. Solutions. Empathy. These values guide daily actions and contribute to an inclusive, supportive culture.

About Intrum

Intrum is the industry-leading provider of credit management services across 20 markets in Europe. By helping companies to get paid and support people with late payments, Intrum leads the way to a sound economy and plays a critical role in society at large. Intrum has circa 10,000 dedicated professionals who serve around 80,000 companies across Europe.

At Intrum we consider everybody to be a leader. We lead ourselves when we collaborate to meet the needs of our clients and customers. We are all accountable for 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.

How to apply

If you are interested in this position and believe you have the right experience, please send your English CV via the “apply button”.

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, and any outstanding debt will be considered on a case-by-case basis.

Do you feel that you might be the right person? Great! Apply now. Looking forward to hearing from you!