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Customer Service – Financial Assist Associate – Monday – Friday

Come and join the Capquest Family!

We are proud of our family values and our inclusive working environment where you can truly be yourself. We cherish working together in a safe and supportive community. We celebrate success and reward those who take personal accountability – a place where you feel truly valued.

Join us as part of our award-winning Contact Centre team in Glasgow as a Financial Assist Associate and you'll enjoy the freedom and support you need to make an impact. Building better financial futures for our customers whilst delivering exceptional customer service. Earn up to £24,160 per annum (depending on experience & based on working 40hrs per week). With bonus incentives on top. WORKING MONDAY – FRIDAY ONLY BETWEEN 8AM – 7PM!

We operate a hybrid working pattern allowing colleagues to gain a great work life balance with the opportunity to work from office/home for part of the week. All training will be office based.

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 bank accounts, credit cards, loans, catalogues, mortgages and mobile phone 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 and to be able to offer the best form of support. This may involve referring customers onto third parties.
• Provide personalised and customer focused service by being transparent and delivering tailored solutions for each customer to reduce overall customer debt
• We are 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. This is embedded in every role and every employee is responsible for continuing our commitment to this principle and our value of doing the right thing
• Work 40 hours per week Mon-Fri with varied shift patterns (which will be discussed with you at interview)

Skills we’re looking for:

• Fantastic with people after all we put our customers and colleagues at the heart of everything we do
• Self-motivated, enthusiastic individuals, who are ready to make a real difference
• Customer Service experience, whether that's face to face (Retail, Hospitality or similar industries) or in a call centre environment. We're interested in your excellent communication skills

• Team players who love speaking to and helping customers

• Enjoy making decisions and connecting with people from all walks of life

• Positive attitude and be willing to provide excellent customer service

• Experience within a regulated environment, with strong attention to detail, would be beneficial
• Can easily navigate your way through multiple systems at any one time
• Able to deal with sensitive and challenging conversations along with complaints and have the resilience to bounce back from them

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. You will cover a range of shifts working 40 hours per week. This is a hybrid role working between the office/home working.

• Competitive starting base salary of up to £24,160 (dependant on experience) Based on 40hrs per week. We may offer 35hrs per week if that suits your personal circumstances. The salary would be pro-rated accordingly.
• Excellent bonus scheme and incentive package
• Sociable working hours
• Free tea and coffee in the office
• Grab some breakfast and lunch in the office
• 25 Days holiday (plus opportunity to buy/sell)
• interactive subsidised events, colleague engagement teams, employee recognition and development programs.
• Pension Scheme – company matching up to 5%
• Life Assurance 4x salary
• Private medical insurance / Health plans
• Employee assistance program
• Casual dress
• Cycle to work scheme / Gym Flex / Gadget scheme

Our Training and Development programme is fantastic, teaching you all you need to know about our systems and services and how to approach our customer calls. Training will be office based.

Why Capquest?

Founded in 1985, Capquest is a credit solutions provider with over 30 years of market experience. We're an awarded company within the credit industry. We manage significant credit portfolios on behalf of several of the UK’s leading financial institutions. Clients include leading banks and high street lenders, credit card companies, motor finance and utilities providers, as well as other consumer credit providers. Capquest is also part of the Intrum Group.

Intrum is one of the largest credit management companies in the UK. We are part of a group of companies that employs over 10,000 people in 24 countries across Europe, plus Latin America (Brazil). We help clients and their clients to manage their financial liabilities through ethical and affordable collection services.

Our people care about treating our customers fairly and we care about our people. They understand the impact our work has across society; setting high standards and leading the way to a sound economy.

We are one of the UK's fastest growing credit management companies and are accredited with the highly acclaimed gold standard by Investors in People and Investor in Customers. We also received the industry accolade for "Best Place to Work" in 2022.

We offer a competitive salary and attractive benefits package and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have interactive subsidised events, colleague engagement teams, employee recognition and development programs.

Please note – we are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority - we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening. (Strictly No Recruitment Agencies Please)

Apply now to start your career and grow with us and become part of our Capquest Family!