Customer Service

3 months ago

Glasgow, United Kingdom Capquest Full time

**Join a team that makes a difference**

**Daily**

At Capquest-Intrum, the relationships you make with your customers have the power to change their lives. And the ones you’ll make with your team might even change yours. Discover how you can grow by making a difference with a customer-facing career at Intrum.

We’re on the lookout for fantastic Financial Assist Associates who will love speaking with people over the telephone and providing financial solutions to their queries. 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**:

- 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. Reaching the best possible outcome is important in this role as it helps us deliver on our aim of building better financial futures
- 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 phones and investigating the detail in regard to customers debt. It's important that you're someone who's able to have great conversations with our customers in varying situations
- Provide personalised and customer focused service by being transparent and delivering tailored solutions for each customer to reduce overall customer debt
- Devoted to the FCA principle of Consumer Duty, by ensuring we are driving good customer outcomes across all aspects of services that have potential to impact our customers
- Work 40 hours per week Monday-Friday, between the hours of 8am - 7pm with varied shift patterns (which will be discussed with you)
- ** 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 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**

**About you**:

- 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
- Positive attitude, self-motivated, enthusiastic individuals, who are ready to make a real difference
- 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
- Enjoy making decisions and connecting with people from all walks of life
- Able to use different systems, accurately reflecting conversations and the outcome
- Able to deal with sensitive/challenging conversations along with complaints and have the resilience to bounce back from them
- Good numeracy/literacy skills to help break down some of the complexities around financial products and solutions
- Fluent in English, have a good attention to detail and can communicate clearly with customers

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

**We have not only fantastic training but benefits that will make you smile**

**What we can offer you**:
We have a variety of benefits something to suit everyone. Our office working hours to support our customers are Monday-Friday, between the hours of 8am - 7pm. You will cover a range of shifts working 40 hours per week. We provide full training at our offices in Glasgow but we also believe in a good work / life balance, so we offer a fantastic hybrid work pattern where you can work a mixture of home and office.
- Sociable working hours
- Grab some breakfast and lunch in the office
- 33 days holiday including bank holidays, with the ability to buy more or sell back entitlement
- Interactive subsidised events, colleague engagement teams, employee recognition & development programs including Employee assistance program
- Contributory workplace pension scheme
- Life Assurance 4x salary
- Private medical insurance / Health plans
- Casual dress
- Cycle to work scheme / Gym Flex / Gadget scheme
- Enjoy your Birthday on us, an extra day off to celebrate
- A structured continuous training and mentoring for personal development / progression
- Excellent discounts on travel, entertainment groups and many high street retailers

**Our interview process - what to expect**

We like to keep things simple, while at the same time ensuring the fit is right for you
- You will receive a call from one of our talent team to find out a bit more about you. They will also provide you with an introduction to Intrum and the opportunity for you to ask questions
- If we feel there is a good match, we will in

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