R10993 Call Centre - Customer Support Representative - Reigate (Q426R)

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

Benefits offered by this job

33 days holiday

Gadget schemes

Pension scheme

Birthday leave

Hybrid work

Job summary

Intrum in the United Kingdom is recruiting Customer Support Representatives to assist customers facing financial difficulty with clear guidance, empathy, and tailored solutions across various accounts including loans, cards and mortgages. The role is hybrid in Reigate, with on-site induction and a phased shift to remote work.

You will work in a supportive team, receive ongoing training, and use AI-assisted tools to deliver fair outcomes and high-quality customer service.

Qualifications

• Demonstrated empathy and communication skills.
• Ability to listen actively and understand customer needs.
• Comfort with handling sensitive financial conversations.

Responsibilities

• Speak with customers in financial difficulty to discuss their situation and propose tailored repayment options.
• Handle calls related to car finance, bank accounts, credit cards, loans, catalogs, mortgages and mobile services.
• Provide a customer-focused service by delivering transparent, tailored solutions to reduce debt.
• Ensure compliance with Consumer Duty regulations and drive fair outcomes for customers.
• Support conversations with AI-assisted tools to provide relevant information and next-best actions.

Skills

Empathy

Active listening

Communication skills

Problem solving

Resilience

Numeracy

English literacy

Job description

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.

Make a very, very, very good career move.

Time for a change? We think so too. It's why at Intrum, every day is dedicated to making a difference. For our clients. For their customers. For the society we all share. And for the careers and ambitions of everyone who joins us.

We're looking for Customer Support Representatives who truly reflect our values-people who approach every interaction with empathy, integrity, and a commitment to doing what's right for the customer. In this role, you'll support customers who are looking for clarity, reassurance, and helpful guidance, and your ability to listen with patience and respond with care will make a meaningful difference.

Whether you have experience in customer service or are bringing transferable skills from another industry, we're looking for people who can communicate with care, listen without judgement, and show genuine empathy in every customer interaction. You'll understand that every customer's situation is unique and take the time to build trust, understand their circumstances, and help them find the right support and solutions.

If you enjoy having meaningful conversations, solving problems with compassion, and making a real difference to customers during challenging times, we'd love to hear from you

Interested? We thought you would be! But there's more!

What you'll do

• Day to day you will speak with customers who could 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 customer accounts such as car finance, bank accounts, credit cards, loans, catalogues, mortgages and mobile phone and investigating the detail in regard to customers debt.
• Provide personalised and customer focused service by being transparent and delivering tailored solutions for each customer to reduce overall customer debt.
• Responsible for ensuring the delivery and compliance with all outcomes and activities held within the Consumer Duty regulation, driving fair outcomes for customers
• Our colleagues are supported by Modern AI-assisted technology that helps provide relevant information, guidance and next-best actions during customer conversations, allowing you to focus on delivering excellent service.

Work 40 hours per week. You will be scheduled for a range of shifts during our operating hours: Our current operating hours are Monday to Friday from 08:00 to 20:00, and Saturdays from 09:00 to 13:30. Shift patterns and rotations will vary depending on the campaign you are assigned to.

Easily commute to our Reigate office, this role is hybrid working in this location. You will be office based for the duration of your induction (Circa 8 weeks) and for a period of time after. Which gives you time to build relationships with the team and gain confidence in your role before remote working. So, expect to be office based after your induction initially for a few months, we will discuss individually with you when you are confident to commence hybrid working.

What we are looking for

• Fantastic with people after all you will be our first point of contact for our customers and play a key role in providing the help, support and empathy needed to achieve the best outcome.
• Positive attitude, self-motivated, enthusiastic individuals, who are ready to make a real difference.
• Customer Service experience, whether that's face to face or in a call centre environment. We're interested in your excellent communication skills and ability to help customers.
• Enjoy making decisions and connecting with people from all walks of life.
• Able to use different systems, accurately reflecting conversations, and the outcome.
• Able to deal with sensitive/challenging conversations along with complaints and have the resilience to bounce back from them.
• Good numeracy and English literacy skills to help break down some of the complexities around financial products and solutions so you can communicate clearly with customers.

What we offer

• Lifestyle : Competitive starting base salary of £28,163.20 with OTE up to £32,387.68 (bonus paid monthly, subject to performance). 33 days holiday including bank holidays, with the ability to buy more/sell back. You can participate in gadget schemes. Access to a contributory workplace pension scheme. An extra day to celebrate your birthday. Fantastic hybrid work pattern where you can work a mixture of home and office.
• Opportunities to grow : Structured and continuous training, weekly coaching for your personal development/progression, and employee recognition programmes to help you grow in your career.
• Health : Access to private medical insurance, life assurance, and more.
• Wellbeing : Discounts on gym memberships, cycle to