Call Centre - Customer Support Representative; VQ

Customer Support Representative

Make a very, very, very good career move.

• Speak with customers who may 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 including car finance, bank accounts, credit cards, loans, catalogues, mortgages and mobile phones and investigating detail regarding customers' debt.
• Provide personalized and customer‑focused service by being transparent and delivering tailored solutions for each customer to reduce overall debt.
• Ensure delivery and compliance with all outcomes and activities 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 08:00‑19:00, and Saturdays 08:00‑14:00. Shift patterns and rotations will vary depending on the campaign you are assigned to.

Easily commute to our Glasgow 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 thereafter, then discuss transition to hybrid working when you are confident in your role.

• Excellent communication skills and a friendly, proactive attitude.
• Positive, self‑motivated, enthusiastic attitude, ready to make a real difference.
• Experience in customer service, whether face‑to‑face or in a call centre environment.
• Ability to use different systems accurately reflecting conversations and outcomes.
• Capacity to handle sensitive or challenging conversations, including complaints, with resilience.
• Good numeracy and English literacy skills to break down financial product complexities for customers.
• Ability to listen with patience and respond with care.

• 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.
• Participation in gadget schemes and a contributory workplace pension scheme.
• Extra day to celebrate your birthday.
• Hybrid work pattern with a mix of home and office.
• Structured and continuous training, weekly coaching for personal development, and employee recognition programmes.
• Access to private medical insurance, life assurance, and more.
• Discounts on gym memberships, cycle‑to‑work schemes, and a 24/7 employee assistance programme.
• Sociable working hours with breakfast and snacks provided in the office.
• Supportive, open, value‑driven culture guided by ethics, dedication, solutions, and empathy.

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, 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 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. Applicants must not be bankrupt, have no outstanding county court judgments on their credit file, and must not have excessive default balances.