Experienced Remote Call Centre Customer Service Representative - Financial Solutions and Debt Management Specialist

Introduction to Intrum and Our Mission

Intrum, the industry-leading provider of credit management services across 20 markets in Europe, is seeking a highly skilled and dedicated Customer Service Representative to join our team. As a Customer Service Representative, you will play a vital role in providing financial solutions and debt management support to our customers, helping them to achieve the best possible outcomes. Our company is built on a foundation of ethics, dedication, solutions, and empathy, and we are committed to creating a sound economy and supporting people with their late payments.

About the Role

We are looking for a talented and customer-focused individual to join our team as a Call Centre Customer Service Representative. In this role, you will be responsible for speaking with customers who are experiencing financial difficulty, providing tailored solutions and support to help them manage their debt. You will be the first point of contact for our customers, and your excellent communication skills and empathetic approach will be essential in building trust and providing a positive customer experience.

Key Responsibilities

• Speak with customers who are experiencing financial difficulty, providing tailored solutions and support to help them manage their debt
• Make and receive calls to/from customers, managing a variety of customer accounts and investigating the details of customer debt
• Provide personalized and customer-focused service, being transparent and delivering tailored solutions for each customer to reduce overall customer debt
• Ensure the delivery and compliance with all outcomes and activities held within the Consumer Duty regulation, driving fair outcomes for customers
• Work 37.5 hours per week, Monday to Friday (between 08:00 and 20:00) and one in three Saturdays (between 08:30 and 16:30) with varied shift patterns
• Easily commute to our Manchester office for the duration of your induction (circa 8 weeks) and for a period of time after, before transitioning to hybrid working

What We're Looking For

We are seeking a highly skilled and dedicated individual with a strong passion for customer service and a desire to make a real difference in people's lives. You should have:

• Excellent communication skills and the ability to build trust with customers
• A positive attitude, self-motivated, and enthusiastic approach to your work
• Customer service experience, whether face-to-face or in a call centre environment
• The ability to make decisions and connect with people from all walks of life
• Good numeracy and English literacy skills to help break down complexities around financial products and solutions
• The resilience to deal with sensitive and challenging conversations, along with complaints

Essential Qualifications

• Strong customer service skills and experience
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Good numeracy and English literacy skills
• Ability to use different systems and accurately reflect conversations and outcomes

Preferred Qualifications

• Experience working in a call centre or financial services environment
• Knowledge of financial products and debt management solutions
• Experience working with customers who are experiencing financial difficulty
• Ability to speak multiple languages

Skills and Competencies

To be successful in this role, you will need to possess a range of skills and competencies, including:

• Excellent communication and interpersonal skills
• Strong customer service skills and experience
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Good numeracy and English literacy skills
• Ability to use different systems and accurately reflect conversations and outcomes
• Resilience and ability to deal with sensitive and challenging conversations
• Ability to make decisions and connect with people from all walks of life

Career Growth Opportunities and Learning Benefits

• Structured and continuous training to help you develop your skills and knowledge
• Weekly coaching and feedback to support your personal development and progression
• Employee recognition programs to reward your achievements and contributions
• Opportunities to progress your career within the company, with a range of roles and opportunities available

Work Environment and Company Culture

• A range of employee benefits, including competitive salary, bonus, and pension scheme
• Flexible working hours and hybrid working arrangements
• Opportunities to get involved in company-sponsored events and activities
• A range of wellness and health initiatives, including access to private medical insurance and health cash plans

Compensation, Perks, and Benefits

• Competitive starting base salary of £23,850, with OTE up to £27,427
• Bonus paid monthly, subject to performance
• 30 days holiday, including bank holidays, with the ability to buy more or sell back
• Access to a contributory workplace pension scheme
• Extra day to celebrate your birthday
• Fantastic hybrid work pattern, with the ability to work from home and office

Conclusion

If you are a motivated and customer-focused individual, with a passion for making a real difference in people's lives, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at Intrum, you will be part of a dynamic and supportive team, with access to a range of benefits, training, and development opportunities. Don't miss out on this chance to join our team and start your journey with Intrum today!

How to Apply

If you are interested in this position and believe you have the right experience, please send your English CV via the 'apply button'. We strive to create a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. If you need a change to be made to our processes to support your application, please contact our Talent Acquisition team as soon as possible.