Customer Care Specialist - Hybrid, Empathy-Driven

intrum; Reigate; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Hybrid work pattern

33 days holiday including bank holiday

Gadget schemes

Contributory workplace pension

Private medical insurance

Job summary

Intrum in Reigate is seeking Customer Support Representatives to help customers facing financial difficulties with empathy and clear guidance. You will listen patiently, assess circumstances, and propose tailored repayment options to reduce debt while maintaining trust.

The role is hybrid, combining office and home work. You will support customers across various accounts, using modern AI-assisted tools to deliver accurate information and next-best actions, while upholding high standards of

Qualifications

• Experience in customer service or transferrable customer-facing roles.
• Excellent communication and active listening abilities.
• Strong numeracy and ability to explain financial concepts clearly.

Responsibilities

• Speak with customers in financial difficulty and propose tailored repayment plans.
• Handle calls and inquiries across multiple accounts (car finance, loans, credit cards, etc.).
• Provide empathetic, customer-focused service and transparently explain solutions.
• Ensure outputs align with Consumer Duty regulations and fair outcomes.
• Leverage AI-assisted tools to offer guidance and next-best actions during conversations.

Skills

Customer service

Communication skills

Numeracy

English literacy

Job description

Intrum in Reigate is seeking Customer Support Representatives to help customers facing financial difficulties with empathy and clear guidance. You will listen patiently, assess circumstances, and propose tailored repayment options to reduce debt while maintaining trust.

The role is hybrid, combining office and home work. You will support customers across various accounts, using modern AI-assisted tools to deliver accurate information and next-best actions, while upholding high standards of