Customer Service Representatives

Zoek Pin Reigate, Surrey, England


Permanent (Full time)

Posted 14 days ago

Customer Service Representatives (PI)

Are you passionate about Customer Service and want to be a part of an Investors in People Gold awarded company that develops, supports and rewards you?

We are looking for a group of dedicated Customer Service Representatives to join our growing Purchase department.

Having a purpose in your role is considered an important aspect for any employee. We have placed a huge amount of emphasis on ensuring you understand the reason for the job you do. Servicing our customers in a way that YOU can be proud of. We take Customer Service very seriously and our Investors in Customers Gold award, for the last 7 years running, really proves this!

Your role as a Customer Service Representative

As a Customer Service Representative you will approach customers in a respectful and ethical manner. The successful candidates will ensure that all customers are treated fairly, establishing a full understanding of the customers financial circumstances in order to agree an affordable repayment arrangement.

Training to be a Customer Service Representative

You will receive training from our in-house Training Specialists and you will have a Manager who will ensure you have everything you need to complete your role successfully!

Customer Service Representative responsibilities

Contacting customers via the dialler system in order to reach an understanding of the customers’ financial circumstances and where appropriate, setting an agreeable repayment arrangement.
Handling outbound and inbound calls.
Listening to customers, demonstrating understanding and empathy towards their situation, responding and questioning to fully establish the customer’s circumstances.
Explaining the benefits of reaching their “debt free date” and providing clear information and timescales with regard to their agreed payment term.
Communicating with customers in a clear and respectful manner whilst observing regulatory requirements and maintaining adherence to the Data Protection Act.
Building rapport with customers and creating a positive customer experience.
Being compliant at all times by ensuring that Intrum procedures are followed whilst maintaining adherence to Intrum’s governing bodies, which includes the TCF (Treating Customers Fairly) framework and the FCA Consumer Credit Sourcebook.
Providing guidance to customers on the availability and services of the Free Money Advice sector.
Effective note taking – ensuring records of calls are complete, accurate, professional and a true reflection of the conversation.
Meeting and exceeding monthly targets including call quality and compliance.

As a Customer Service Representative you will have

Previous experience working in a customer service environment
Ability to build rapport and engage in communication with any audience
Motivation and drive to meet and exceed daily targets
A desire to make a conscious effort to assist and engage customers, through high levels of empathy and understanding
Be proficient at using various systems

Desired skills

Previous experience working on a dialler
Previous experience in a call centre environment


Monthly bonus - up to 20%
Birthday leave
Ongoing training and career development
Reward and recognition
LinkedIn Learning Courses
Onsite gym
Discounts on high street vouchers
Pension scheme
Employee Assistance Programme
Option to buy & sell holidays
Mental Health First Aiders
Charity Fundraising Events
Excellent transport links

£20,500 per annum with an increase after probation to £21,000 per annum
About us

Intrum is the industry-leading provider of credit management services. At Intrum UK we believe in leading the way to a sound economy and helping our customers become debt free in affordable ways. Our business is about helping others. Helping individuals in debt get out of difficult situations. Helping companies get paid so they can grow, employ and prosper.

We want to make a difference by ethically supporting thousands of customers to pay off their debt. Our people care about treating our customers fairly and we care about our people.

Intrum UK has recently been awarded Investors in People Gold! We are delighted to hear that 100% of our people feel Intrum UK has clear values and that 94% also believe Intrum UK is a great place to work!

Additional information

Please note that you will be subject to a credit check and a criminal records check as part of our pre-employment checks process. You should not be bankrupt, have any outstanding County Court Judgements on your credit file or have more than two registered defaults.

Intrum UK are an equal opportunities employer

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