Intrum
Call Centre - Customer Support Representative (Q326G)
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Make a Very Good Career Move
Time for a change? We think so too. It’s why at Intrum, our focus every day is on making a difference—for our clients, their customers, society, and the careers of our team.
We are looking for Customer Support Representatives who embody our values—people who approach every interaction with empathy, integrity, and a commitment to doing right by the customer. In this role, you’ll provide critical support to customers facing financial challenges, offering clarity, reassurance, and tailor-made solutions.
You don’t need prior call centre experience—what matters most are your warmth, openness, and confidence in clear communication. We’re looking for those who thrive on making meaningful connections.
About the Role
- Support customers experiencing financial difficulty by offering affordable repayment plans and tailored solutions.
- Handle calls for a variety of accounts, including car finance, bank accounts, credit cards, loans, catalogues, mortgages, and mobile phones, while investigating debt status.
- Provide personalised, transparent service aligned with Consumer Duty regulations, ensuring fair outcomes for customers.
- 40-hour workweek, with shifts varying between Monday-Friday (08:00 - 19:00) and Saturdays (08:00 - 14:00).
Location & Working Arrangement
- Hybrid role (Glasgow office-based)
- Requires on-site presence during a circa 8-week induction, followed by gradual transition to flexible hybrid model upon building confidence and familiarity with the team.
What You’ll Do
- Provide empathetic, solution-focused support to customers in financial difficulty.
- Manipulate and resolve customer accounts and debt enquiries across multiple financial products.
- Ensure compliance with Consumer Duty regulations to guarantee ethical, fair outcomes.
- Engage in sensitive financial discussions, including handling complaints and complex issues.
- Document detailed conversations and outcomes using multiple systems.
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What We’re Looking For
- A natural talent for connection—you’ll be the first point of contact for stress-relief and assistance.
- Enthusiasm and proactivity—a hunger to make a tangible difference every day.
- Customer service experience (face-to-face, call centre, or otherwise) paired with strong communication skills.
- Ability to handle difficult conversations, complaints, and sensitive issues with resilience and tact.
- Excellent numeracy and literacy to simplify complex financial information.
- Comfort in independent problem-solving and working with diverse personalities.
What We Offer
Lifestyle & Benefits
- Competitive salary: Base of £28,163.20 with potential OTE (on-target earnings) up to £32,387.68 (monthly performance-linked bonus).
- 33 days holiday (incl. bank holidays), with ability to buy/sell additional days.
- Gadget allowance, workplace pension scheme, and a personal birthday day off.
- Hybrid work flexibility to balance office presence and remote productivity.
- Free office breakfast and snacks, providing a supportive and sociable work environment.
Career Growth
- Structured training and weekly coaching for personal and professional development.
- Recognition programmes to assist in long-term career aspirations.
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Wellbeing & Support
- Private medical insurance, life assurance, and more.
- Gym discounts, cycle-to-work schemes, and a 24/7 Employee Assistance Programme.
- Inclusive, value-driven culture grounded in ethics, empathy, and collaboration.
About Intrum
Intrum—Empowering Financial Health
We’re Europe’s leading credit management services provider, helping businesses secure payments while offering consumers clear pathways to financial stability. With a footprint across 20+ markets, we meld local expertise with global impact, substantiating our commitment to sustainable financial solutions.
Our Leadership Principles: ✔ Deliver Impact—Collaborate purposefully to meet client and customer needs. ✔ Inspire Trust—Accountability and shared care define our team ethos. ✔ Embrace Growth—Learning is encouraged, adapting selflessly to ever-changing challenges.
We foster a diverse, inclusive workplace and welcome applications from diverse backgrounds.
Diversity & Inclusion
Intrum prioritises equality. If you require adjustments to apply, please contact our Talent Acquisition team to discuss your needs before the deadline.
How to Apply
If this role feels like a catalyst for change, submit your English CV using the "Apply" button. Your new career awaits—start yours today.
Equal opportunities employer, authorised and regulated by the Financial Conduct Authority. Pre-employment checks include backgrounds, right-to-work verification, and references.
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