Empathetic Customer Support Specialist

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

Benefits offered by this job

33 days holiday including bank/public

Hybrid work pattern

Private medical insurance

Pension scheme

Birthday day off

Job summary

Intrum in Reigate is seeking a Customer Support Representative to assist customers facing financial difficulties, providing clarity and tailored solutions with empathy. You will handle inbound and outbound calls across diverse accounts, aiming to resolve debt while ensuring compliant outcomes.

You will operate with supportive AI-assisted tools and work in a hybrid setup, starting office-based during induction and gradually transitioning to remote/hybrid patterns.

Qualifications

• Customer service experience in person or call centre.
• Excellent communication skills and ability to help customers.
• Ability to use different systems to reflect conversations and outcomes.
• Good numeracy and English literacy to explain financial products.
• Resilience to handle challenging conversations and complaints.

Responsibilities

• Speak with customers experiencing financial difficulty and provide tailored solutions.
• Make and receive calls to/from customers managing accounts (car finance, bank accounts, loans, etc.).
• Provide personalised service with tailored solutions to reduce customer debt.
• Ensure delivery and compliance with all outcomes under the Consumer Duty regulation.
• Work with AI-assisted technology to access information and guidance during conversations.

Skills

Customer service experience

Excellent communication

Empathy

Numeracy

English literacy

Job description

Intrum in Reigate is seeking a Customer Support Representative to assist customers facing financial difficulties, providing clarity and tailored solutions with empathy. You will handle inbound and outbound calls across diverse accounts, aiming to resolve debt while ensuring compliant outcomes.

You will operate with supportive AI-assisted tools and work in a hybrid setup, starting office-based during induction and gradually transitioning to remote/hybrid patterns.