A Day in the Life Of: A Customer Service Representative at Intrum UK

Our customer support representatives (CSRs) are a much-valued position within the company. They are the 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.

We've all talked on the phone with a customer service representative at some point. We've highlighted a few of the daily responsibilities, as well as what you might want to think about if you think this role is for you.

What is a Call Centre?

Our call centre is the operational team fielding both incoming and outgoing calls with customers.  These calls are operated via an automated dialler system.  Each customer support representative will manage the calls keeping track of each individual case providing great customer service and solutions for the customer.

Working in our Call Centre

Our call centre is a fundamental part of our business and is often the main means of communication between our business, Intrum, and our customers.

As a customer support representative, you will need to be motivated by customer success.  You are a problem solver and listener who is dedicated to improving our customer experience by upholding our core values of Empathy, Ethics, Dedication, and Solutions. We are extremely proud of our brand, which is evidenced by the many awards we have received for our outstanding customer service.

  • Fast-paced: Your day will usually be fast-paced and filled with a variety of responsibilities.

  • Flexibility: There will be times when you will need to be adaptable in your daily routine and capable of dealing with any unexpected situations that may arise.

  • Processes: While the role offers variety, you will essentially be performing the same core duties each day, adhering to our processes such as data protection.

  • Attention to detail: You are responsible for finding solutions to each customer’s needs, demonstrating your dedication to help achieve the best outcome to ensure customer satisfaction.

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