Customer Solutions Agent (Digital)

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:

The role includes responding to all communications received from customers via email, SMS and webchat.

Main Duties and Responsibilities:

• Maintain a high level of system and process knowledge

• Perform consistently to meet performance standards and daily goals set by the department

• Demonstrate high level of professionalism in response to all customer queries

• Adapt communication style to suit email, SMS and webchat responses

• Ensure a high level of pride is taken in all communications and that all commitments are adhered to

• Be self-motivated with the ability to work on own initiative or as part of a team

• Any other duties as directed by Management

Relationship Management

• Support the organisational position on all business directives

• Respond to managerial direction and requests in a positive manner

• Be accessible and approachable to all business partners

• Adapt communication style to suit audience

• Share best practice with other team members

• Liaise with Team Leader to achieve joint business goals

Code of conduct

• Adhere to PRA U.K. code of conduct

• Be punctual for shifts, breaks, lunch

• Adhere to PRA U.K. dress code

• Conduct self in a professional and appropriate manner at all times

• Ability to adapt to an ever-changing environment

• Respond in a positive manner to coaching and take ownership of own development

• Adhere to clear desk policy

• Adhere to all PRA U.K. directives and working practices

• Treat all customers and colleagues with respect

• Ensure adherence to Compliance Practices.

• Customers to be treated as individuals, fairly and consistently

Key Performance Indicators

• Maintain individual daily workload target with a key focus on interactions per hour and Account Quality

• All other targets as defined by Management

PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.

PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.