Customer Support Agent

PRA GROUP, INC.; Kilmarnock; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Recognition programmes

Annual bonus

Hybrid schedule

Supportive culture

Meaningful work

Job summary

PRA Group (UK) Ltd is seeking a compassionate customer-facing professional to support individuals in debt situations. You will handle calls, emails, and chats to understand circumstances and offer suitable repayment options.

Training includes FCA compliance. The role emphasizes empathy, accuracy, and teamwork to help clients move toward debt resolution and financial well-being.

Qualifications

• Excellent listening and communication skills.
• Ability to handle sensitive situations with empathy and professionalism.
• Knowledge of FCA regulations and compliance requirements (training provided).
• Experience in debt collection or financial services is a plus.
• Ability to manage a caseload and meet targets.

Responsibilities

• Support customers in difficult or sensitive situations.
• Engage in calls, email, and live chat to review accounts and determine next steps.
• Assist in setting up sustainable repayment plans for debt resolution.
• Maintain high quality and accuracy in all communications.
• Collaborate with team to improve processes and share insights.

Skills

Active listening

Target-driven

Empathetic communication

Debt collection knowledge

Stakeholder management

Problem solving

Excellent in tough conversations

Tools

Microsoft Office

Job description

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary: Make a real difference every single day

What Your Day Looks Like

Every day brings something new, meaningful, and genuinely impactful:

• Supporting customers facing difficult or sensitive situation
• Dealing with different call types ie self-harm, financial hardship, terminal illness
• Having honest, empathetic conversations to understand their circumstances
• Encouraging open disclosure so you can offer the right help
• Managing customer and third‑party communications across phone, email, letter and live chat
• Using multiple internal systems and tools to review accounts, record details and process decisions
• Collaborating with your team, sharing insights, and continuously improving how we work
• Celebrating wins – big or small – because great work deserves recognition
• Receiving support whenever you need it; you’re never alone in this rolE

What We Expect From You

You’ll be trusted to deliver high-quality, compassionate and solution-focused customer interactions by:

• Holding meaningful conversations that lead to great customer outcomes
• Maintaining excellent quality and accuracy in all communications
• Understanding your customer, even when situations are complex
• Supporting customers in setting up sustainable and affordable repayment plans to help them move towards becoming debt-free
• Working within FCA regulations and following all compliance requirements (fully covered in training)
• Managing your caseload efficiently and meeting agreed targets
• Confidently using multiple systems, Microsoft applications and digital tools
• Living our values in everything you do

Our Values (and we really mean them)

• Committed – we always give our best
• Accountable – we own our actions
• Respectful – we treat each other with care and kindness
• Ethical – we do the right thing, always
• Successful – we work together to achieve great things

You’ll Be Great In This Role If You Are…

• Great active listening skills
• Driven to achieve targets
• Comfortable asking vulnerable customers to make payments towards their debt if that’s the right outcome
• Confident, calm and compassionate when speaking with customers – including those who may be distressed, recently bereaved, or expressing thoughts of self-harm
• Patient, understanding and able to keep conversations grounded
• Comfortable assessing customer capacity and making clear, informed decisions
• Skilled at spotting the unspoken – picking up on clues or details that influence outcomes
• Highly resilient, with the ability to reset and refocus after emotionally challenging calls
• Technically confident and computer-literate, able to switch between systems quickly
• Someone who loves sharing ideas and helping your team improve
• Open to coaching, learning and developing new strengths
• Naturally engaging and able to build trust quickly

The Perks (because great work deserves great benefits)

• Monthly and quarterly recognition programmes
• Annual bonus opportunities
• Hybrid – currently Monday to Friday, 8am to 5pm
• A supportive team culture where we look out for each other
• Real job satisfaction – the chance to make a genuine difference in people’s lives

Most importantly… This is a role with real purpose. You’ll support people at some of the most vulnerable points in their lives – and help them feel heard, understood, and supported.

PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.

As a global leader in acquiring and collecting nonperforming loans, PRA Group returns capital to banks and other creditors to help expand financial services for consumers. With thousands of employees worldwide, PRA Group companies collaborate with customers to help them resolve their debt.

For more information, please visit www.pragroup.com.