Call Centre - Financial Assist Associate

Consortium of Lesbian, Gay, Bisexual and Transgender Voluntary and Community Organisations Limited; Glasgow; Hybrid; GBP 27,000 - GBP 32,000; Full time

Job summary

A leading community organisation in Glasgow is seeking Customer Support Representatives for a hybrid role focused on providing tailored financial solutions to customers experiencing difficulties. You will manage various accounts and ensure compliance with industry regulations. A positive attitude and strong communication skills are essential. Offering a competitive salary up to £31,143 along with benefits, including access to private medical insurance and employee recognition programs. Join us in making a meaningful impact in the community.

Benefits

Competitive starting salary

33 days holiday including bank holidays

Private medical insurance

Access to workplace pension scheme

Discounts on gym memberships

Qualifications

• Customer service experience required, face-to-face or call centre.
• Good numeracy and English literacy skills needed.
• Ability to deal with sensitive conversations.

Responsibilities

• Speak with customers about their financial situations and provide tailored solutions.
• Manage customer accounts including finance and loans.
• Ensure compliance with Consumer Duty regulations.

Skills

Customer Service

Communication skills

Empathy

Positive attitude

Resilience

Job description

Call Centre - Financial Assist Associate (Q126G)

Location: Glasgow

Job Type: Permanent

Highlighted points for this job

Customer Support Representatives role

Competitive salary up to £31,143 with benefits

Hybrid working with initial office-based period

Responsibilities include managing customer accounts and providing tailored solutions

Emphasis on empathy, integrity, and positive communication

Know you're doing a good job.

However ambitious your KPIs might be, however challenging your day, you'll always know you're doing a great job at Intrum. Because everything you do makes a necessary and genuine difference. Not just to our clients and their customers, but to society, to the economy, to all our futures.

If you want a role where the work you do genuinely matters, you've found it.

We're looking for Customer Support Representatives who naturally reflect our values - people who communicate with empathy, act with integrity, and stay focused on doing what's right for every customer. You'll be speaking with people who need support, clarity and reassurance, and your ability to guide them with patience and understanding will make a real difference.

You don't need previous Contact centre experience. Great customer support comes from many backgrounds. What matters is your positive mindset, your commitment to helping others, and your ability to communicate with confidence and care. If you're motivated by meaningful conversations and want to contribute to something bigger, you'll feel a strong sense of purpose here.

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.

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.

Provide personalised and customer focused service by being transparent and delivering tailored solutions for each customer to reduce overall customer debt.

Responsible for ensuring the delivery and compliance with all outcomes and activities held 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: Our current operating hours are Monday to Friday from 08:00 to 19.00, and Saturdays from 08:00 to 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 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:

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 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:

Lifestyle: Competitive starting base salary of £27,081.60 with OTE up to £31,143 (bonus paid monthly, subject to performance). 33 days holiday including bank holidays, with the ability to buy more/sell back. You can participate in gadget schemes. 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.

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.

Health: Access to private medical insurance, life assurance, and more.

Wellbeing: Discounts on gym memberships, cycle to work schemes, and a 24/7 employee assistance programme. Sociable working hours breakfast and snacks provided in the office.

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:

Enabling financial health for people, businesses, and society.

Intrum is Europe's leading credit management services provider, helping businesses secure payments while supporting consumers in regaining financial stability. With a strong presence across 20 markets, we combine local expertise with global reach to drive sustainable financial solutions. With 9,000 dedicated employees, we work every day to create sustainable financial solutions.

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.

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 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.

How to apply:

If this role feels like the right fit and you're ready to take the next step, simply submit your English CV using the 'Apply' button.

If this job opportunity is not suitable, then check out the other LGBT friendly jobs across UK!