Empathy-Driven Customer Support Advisor — Hybrid

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

Benefits offered by this job

Base salary £28,163.20

OTE up to £32,387.68

33 days holiday

Gadget schemes

Contributory pension

Birthday day off

Hybrid work pattern

Training & progression

Private medical insurance

Life assurance

Gym discounts

Cycle to work

Employee assistance

Job summary

Intrum in Reigate is seeking Customer Support Representatives to help customers facing financial difficulties with empathy and clear guidance. You will handle calls, explain repayment options, and tailor solutions while delivering fair outcomes under Consumer Duty.

You’ll work 40 hours weekly in hybrid arrangements, with induction at the Reigate office, comprehensive training, and a benefits package including pension, private medical insurance, 33 days holiday, and a supportive culture.

Qualifications

• First point of contact for customers requiring empathy and support.
• Positive attitude, self-motivated, enthusiastic.
• Customer service experience in any setting.
• Enjoy making decisions and connecting with people from all walks of life.
• Able to use different systems and reflect conversations accurately.
• Handle sensitive conversations and complaints with resilience.
• Good numeracy and English literacy to explain financial products.

Responsibilities

• Speak with customers facing financial difficulty to discuss repayment options.
• Make and receive calls managing various accounts.
• Provide personalized, tailored solutions to reduce debt.
• Ensure delivery and compliance with Consumer Duty regulations.
• Supported by AI-assisted tech to provide guidance and next-best actions.
• Work 40 hours per week with varying shifts Mon-Fri 08:00-20:00 and Sat 09:00-13:30.
• Office-based induction in Reigate with hybrid working after induction.

Skills

Empathy

Communication

Numeracy

English literacy

Resilience

Decision making

Customer service experience

Job description

Intrum in Reigate is seeking Customer Support Representatives to help customers facing financial difficulties with empathy and clear guidance. You will handle calls, explain repayment options, and tailor solutions while delivering fair outcomes under Consumer Duty.

You’ll work 40 hours weekly in hybrid arrangements, with induction at the Reigate office, comprehensive training, and a benefits package including pension, private medical insurance, 33 days holiday, and a supportive culture.