Customer Service Centres

The teams in our Customer Service Centres are often many customers’ first point of contact with the company. They are responsible for helping customers who may have questions or require advice about their loan or other product or service. Excellent communication skills and empathy are a must, as is the determination to provide a first-class service for our customers. This is a role that lets you work flexible hours, in the office and at home and has proved to be a springboard in other roles within the company.

European Home Credit Customer Service Centres

Our European Home Credit business is supported by a European Customer Service Centre (CSC) function. Spread across four different locations – the Czech Republic, Poland, Hungary and Romania - and supporting local market strategies - there is a real sense of belonging to a European team that operates in a unified way. Local managers can interact with colleagues in any of our European markets to share best practice, discover innovations, get advice, and learn from previous experiences.

We have recently launched the first phase of a technological transformation project in our contact centres throughout Europe. This is designed to give our teams there a 360-degree view of customers, with the aim of improving the customer journey and helping those customer-facing teams provide a more efficient and effective service. This transformation means that Operators have evolved into Customer Advisors, able to not only serve customers by phone but also through email and live chat. It means you will have more ways to help customers, with full access to online information covering the end-to-end customer journey.

In line with our commitment to offer flexible working, all our European contact centre teams now have the option to work from home for up to 3 days each week, depending on the needs of the business at the time.

We have Customer Service Centres in:

Typical roles

Our Operators will often be many customers’ first point of contact with the company. Excellent communication skills and empathy are a must, as is the determination to provide a first-class service for our customers. This is a role that lets you work flexible hours, in the office and at home and has proved to be a springboard in other roles within the company.
You will have overall responsibility for the delivery of the local CSC strategy in terms of sales, service levels and collections in your area.
It will be up to you to ensure the wider business strategy is delivered in your specific area, and that the performance of all team members aligns with it.
You will take charge of a specified group of operators and be responsible for the quality of their performance. You’ll need to ensure each team member has the skills, capabilities and knowledge to succeed, providing training to fill any knowledge gaps if required.
This highly skilled team manages the contact centre telephony system and provides CRM support. Team members also use workforce management tools to ensure the most efficient deployment of resources.