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:
Support vulnerable customers through customer contact on all mediums of communication within company and regulatory requirements. Make a real difference every single day
If you're looking for a role where no two days are the same, where the conversations truly matter, and where you can help people through some of the most difficult moments of their lives — this could be the perfect fit.
Our dialler‑based contact centre is fast‑paced, supportive, and driven by one shared mission: to help customers experiencing complex personal and financial circumstances find the right path forward.
⭐ What Your Day Looks Like
Every day brings something new, meaningful, and genuinely impactful:
Supporting customers facing difficult or sensitive situation
Dealing with different call types ie self–harm, financial hardship, terminal illness
Having honest, empathetic conversations to understand their circumstances
Encouraging open disclosure so you can offer the right help
Managing customer and third-party communications across phone, email, letter and live chat
Using multiple internal systems and tools to review accounts, record details and process decisions
Collaborating with your team, sharing insights, and continuously improving how we work
Celebrating wins — big or small — because great work deserves recognition
Receiving support whenever you need it; you’re never alone in this role
⭐ What We Expect From You
You’ll be trusted to deliver high‑quality, compassionate and solution‑focused customer interactions by:
Holding meaningful conversations that lead to great customer outcomes
Maintaining excellent quality and accuracy in all communications
Understanding your customer, even when situations are complex
Supporting customers in setting up sustainable and affordable repayment plans to help them move towards becoming debt‑free
Working within FCA regulations and following all compliance requirements (fully covered in training)
Managing your caseload efficiently and meeting agreed targets
Confidently using multiple systems, Microsoft applications and digital tools
Living our values in everything you do
⭐ Our Values (and we really mean them)
Committed – we always give our best
Accountable – we own our actions
Respectful – we treat each other with care and kindness
Ethical – we do the right thing, always
Successful – we work together to achieve great things
⭐ You’ll Be Great In This Role If You Are…
Great active listening skills
Driven to achieve targets
Comfortable asking vulnerable customers to make payments towards their debt if that’s the right outcome
Confident, calm and compassionate when speaking with customers — including those who may be distressed, recently bereaved, or expressing thoughts of self‑harm
Patient, understanding and able to keep conversations grounded
Comfortable assessing customer capacity and making clear, informed decisions
Skilled at spotting the unspoken — picking up on clues or details that influence outcomes
Highly resilient, with the ability to reset and refocus after emotionally challenging calls
Technically confident and computer‑literate, able to switch between systems quickly
Someone who loves sharing ideas and helping your team improve
Open to coaching, learning and developing new strengths
Naturally engaging and able to build trust quickly
⭐ The Perks (because great work deserves great benefits)
✓ Monthly and quarterly recognition programmes
✓ Annual bonus opportunities
✓ Hybrid — currently Monday to Friday, 8am to 5pm
✓ A supportive team culture where we look out for each other
✓ Real job satisfaction — the chance to make a genuine difference in people’s lives
Most importantly…
This is a role with real purpose . You’ll support people at some of the most vulnerable points in their lives — and help them feel heard, understood, and supported.
If this sounds like the…