Customer Service Representative (Q225M)

Intrum; Manchester; Hybrid; GBP 25,000 - 30,000; Full time

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.

People people wanted.

Are you our new Customer Service Representative?

We’re on the lookout for fantastic Customer Service Representatives (12-month Fixed Term) who will love speaking with people over the telephone and providing financial solutions to their queries to join us. 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:

1. 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.
2. 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.
3. Provide personalised and customer focused service by being transparent and delivering tailored solutions for each customer to reduce overall customer debt.
4. Responsible for ensuring the delivery and compliance with all outcomes and activities held within the Consumer Duty regulation, driving fair outcomes for customers.
5. Work 37.5 hours per week Monday-Friday (between the hours of 08:00 to 20:00) and one in three Saturdays between the hours of 08:30 to 16:30 with varied shift patterns (which will be discussed with you). This will be a fixed term contract for 12-months.
6. Easily commute to our Manchester 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're looking for:

1. 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.
2. Positive attitude, self-motivated, enthusiastic individuals, who are ready to make a real difference.
3. 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.
4. Enjoy making decisions and connecting with people from all walks of life.
5. Able to use different systems, accurately reflecting conversations, and the outcome.
6. Able to deal with sensitive/challenging conversations along with complaints and have the resilience to bounce back from them.
7. 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.

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

What we offer: At Intrum we offer not only a challenging and rewarding career but also:

1. Lifestyle: Competitive starting base salary of £25,389 with OTE up to £29,197 (bonus paid monthly, subject to performance). 30 days holiday including bank holidays, with the ability to buy more/sell back. You can participate in gadget schemes, give as you earn charity donation schemes. Interactive subsides events are available. 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.
2. 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.
3. Health: Access to private medical insurance, health cash plans, dental insurance, health assessments, life assurance, and more.
4. Wellbeing: Discounts on gym memberships, cycle to work schemes, and a 24/7 employee assistance programme. Sociable working hours and breakfast and lunch snacks provided in the office.
5. Supportive, open and value-driven culture: Ethics. Dedication. Solutions. Empathy. Our values aren’t just words hanging in the reception. They guide us all on a daily basis. It’s what makes our culture inclusively open, inspiringly supportive and rich in diverse perspectives. It’s why Intrum is a natural home for people ready to make a difference. And it’s why people like you recognise this is the place to do just that.

About Intrum:

Intrum is the industry-leading provider of credit management services across 20 markets in Europe. By helping companies to get paid and support people with their late payments, Intrum leads the way to a sound economy and plays a critical role in society at large. Intrum has circa 10,000 dedicated professionals who serve around 80,000 companies across Europe.

At Intrum we consider everybody to be a leader. We lead ourselves when collaborate to meet the needs of our clients and customers. We are all accountable to our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our 3 leadership principles: Deliver Impact, Inspire Trust and Embrace Growth.

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”.

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 put 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 to be made so that you can make your application, you should contact Intrum Talent Acquisition team via [e-mail] as soon as possible before the closing date to discuss your needs.

We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record, right to work and reference checks as part of our pre-employment screening. You should not be bankrupt, have any outstanding county court judgments on your credit file. You must not have excessive default balances and any outstanding debt will be considered on a case-by-case basis.

Do you feel that you might be the right person? Great! Apply now. Looking forward to hearing from you!