Join a team that makes a difference. Daily.
Are you our new Customer Service Representative?
We're on the lookout for a fantastic Customer Service Representative who will love speaking with people over the telephone and providing financial solutions to their queries. You don't have to have call centre experience; we know that customer service experience comes from a variety of industries; what you will have is a friendly personality and excellent communication skills.
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 accounts such as car finance, bank accounts, credit cards, loans, catalogues, mortgages and mobile phones, and investigating details in regard to customer debt.
Provide personalised and customer‑focused service by being transparent and delivering tailored solutions for each customer to reduce overall debt.
Responsible for ensuring the delivery and compliance with all outcomes and activities held within the Consumer Duty regulation, driving fair outcomes for customers.
Work 40 hours per week. You will be scheduled for a range of shifts during our operating hours: 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 after. This gives you time to build relationships with the team and gain confidence before remote working. Expect to be office based for a few months; we will discuss individually when you are ready to commence hybrid working.
What we’re looking for:
Fantastic people after all – you will be our first point of contact for 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 ready to make a real difference.
Customer service experience, whether face‑to‑face or in a call centre. Excellent communication skills and the ability to help customers are essential.
Enjoy making decisions and connecting with people from all walks of life.
Able to use different systems, accurately reflecting conversations and outcomes.
Able to handle sensitive or challenging conversations, respond to complaints, and demonstrate resilience to bounce back.
Good numeracy and English literacy skills to help break down complexities around financial products and communicate clearly.
What we offer:
Lifestyle: Competitive 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 or sell back. Participation in gadget schemes. Access to a contributory workplace pension scheme. An extra day to celebrate your birthday. Hybrid work pattern allowing a mix of home and office.
Opportunities to grow: Structured and continuous training, weekly coaching for personal development and progression, and employee recognition programmes to help you advance in your career.
Health: Access to private medical insurance, life assurance, and more.
Wellbeing: Discounts on gym memberships, cycle‑to‑work schemes, and a 24/7 employee assistance programme. Office provides breakfast and snacks on working days.
Supportive, open and value‑driven culture: Ethics, dedication, solutions, empathy. Our values guide us daily and create an inclusive, inspiring, and diverse workplace that welcomes people ready to make a difference.
At Intrum we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.
If a person with disabilities is at a disadvantage compared to a non‑disabled person, we have a duty to make reasonable changes to our processes. If you need a change so you can apply, please contact the Intrum Talent Acquisition team as soon as possible before the closing date to discuss your needs.
We are an equal opportunities employer and are authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record, right‑to‑work and reference checks as part of pre‑employment screening. Candidates must not be bankrupt, have outstanding county court judgments, or excessive default balances; outstanding debt will be considered on a case‑by‑case basis.
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