Fraud Contact Centre Team Manager
Fraud Contact Centre Team Manager

Fraud Contact Centre Team Manager

Scotland Full-Time 26400 - 33000 £ / year (est.) Home office (partial)
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At a Glance

  • Tasks: Lead a team to support customers facing fraud issues and improve service quality.
  • Company: Join Virgin Money, a pioneering mutual bank focused on fair and rewarding banking for all.
  • Benefits: Enjoy 38.5 days holiday, flexible benefits, and comprehensive health coverage from day one.
  • Why this job: Make a real impact in customer lives while working in a fun, inclusive environment.
  • Qualifications: Experience in fraud operations and team management is essential; coaching skills are a plus.
  • Other info: Hybrid work model with occasional travel; apply early as the role may close quickly.

The predicted salary is between 26400 - 33000 £ per year.

Business Unit: Customer Support
Salary range : £26,400 – £33,000 per annum DOE + Benefits
Location : UK Hybrid with occasional travel to hub
Contract type: Permanent, Full Time

Our Team

Fraud Operations brings together operational areas who delightfully support customers in their moment of needs This could range from speaking to a customer about an interrupted transaction to a customer who has been the victim of a complex scam. The Team Manager role is critical not only supporting colleagues to be the best they can be but also responding to emerging risks which the nature of the work brings with it. Customer experience is at the heart of everything that Fraud Operations do, and we are continually looking for ways to improve this experience through continuous improvements and customer journeys.

What you’ll be doing

  • Supporting a team culture that gives optimal service and helps build customer loyalty / advocacy.
  • Leading and promoting a Continuous Improvement culture to increase operational effectiveness.
  • Understanding and meeting the needs of customers and ensuring team focus is on the customer outcomes in all aspects of processing.
  • Ensuring the delivery of quality is embedded within work in line with policy and regulatory requirements, helping to ensure key controls are maintained.
  • Coaching and developing staff to drive forward our operational excellence agenda.
  • Analysing demand data to understand type, frequency and variation in demand and using it to eliminate waste and drive future improvements.
  • Dealing with any issues or complaints, using root cause analysis and team-based problem solving to arrive at solutions and improved ways of working.
  • Leading and improving on the Continuous Improvement culture and support team members in owning local continuous improvement initiatives.

We need you to have

  • Experience working in a Fraud team
  • Experience in working/looking after a telephony based team
  • Experience in delivering improvements in capability – both for individuals and teams.
  • Track record of helping to deliver significant change.
  • Experience of process re-design and improvement.
  • Proven track record of training and coaching at operational level.
  • Proactive thinking and advocate of Continuous Improvement best practice.
  • Practical knowledge of Policy and the regulatory environment as applicable to Financial Services regulatory SLA’s.
  • Familiar with basics of work planning, resource balancing, capacity management and intra-day management of operations.

Red Hot Rewards

  • Generous holidays – 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
  • Up to five extra paid well-being days per year .
  • 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
  • Market-leading pension.
  • Free private medical cover, income protection and life assurance.
  • Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there's no waiting around, you'll enjoy these benefits from day one.

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.

Be yourself at Virgin Money

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.

Fraud Contact Centre Team Manager employer: Virgin Money

At Virgin Money, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises customer experience and continuous improvement. With generous benefits such as 38.5 days of annual leave, flexible working options, and a commitment to employee growth through coaching and development, our team members are empowered to thrive in their roles. Join us in making a meaningful impact within the community while enjoying a rewarding career in a supportive and inclusive environment.
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Contact Detail:

Virgin Money Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Fraud Contact Centre Team Manager

✨Tip Number 1

Familiarise yourself with the latest trends and challenges in fraud prevention. Being knowledgeable about current scams and fraud tactics will not only help you in interviews but also demonstrate your proactive thinking and commitment to continuous improvement.

✨Tip Number 2

Network with professionals in the fraud operations field. Attend industry events or join relevant online forums to connect with others who can provide insights into the role and potentially refer you to opportunities within their organisations.

✨Tip Number 3

Prepare to discuss specific examples of how you've led teams through change or improvements in previous roles. Highlighting your experience in coaching and developing staff will resonate well with the expectations for this position.

✨Tip Number 4

Research Virgin Money's values and culture thoroughly. Understanding their commitment to customer experience and continuous improvement will allow you to align your responses during interviews, showcasing that you're a great fit for their team.

We think you need these skills to ace Fraud Contact Centre Team Manager

Fraud Detection and Prevention
Telephony Team Management
Continuous Improvement Methodologies
Coaching and Training Skills
Process Re-design and Improvement
Root Cause Analysis
Data Analysis and Demand Forecasting
Customer Experience Enhancement
Regulatory Compliance Knowledge
Operational Effectiveness
Problem-Solving Skills
Capacity Management
Resource Balancing
Proactive Thinking

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in fraud operations and managing telephony-based teams. Use specific examples that demonstrate your ability to deliver improvements and lead change.

Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and continuous improvement. Mention how your background aligns with the responsibilities of the Team Manager role and how you can contribute to enhancing customer experiences.

Showcase Your Leadership Skills: Provide examples of how you've coached and developed team members in previous roles. Highlight any specific achievements in training or process redesign that led to operational excellence.

Demonstrate Understanding of Regulatory Environment: Include your knowledge of financial services regulations and how it applies to fraud operations. This will show that you are well-prepared to handle the compliance aspects of the role.

How to prepare for a job interview at Virgin Money

✨Showcase Your Fraud Experience

Make sure to highlight your previous experience working in a fraud team. Be prepared to discuss specific situations where you successfully managed fraud cases or improved processes, as this will demonstrate your expertise and understanding of the role.

✨Emphasise Coaching Skills

As a Team Manager, your ability to coach and develop staff is crucial. Share examples of how you've trained team members in the past, focusing on the outcomes of your coaching efforts and how they contributed to operational excellence.

✨Demonstrate Continuous Improvement Mindset

Discuss your proactive approach to continuous improvement. Prepare to share instances where you've identified inefficiencies and implemented changes that led to better customer outcomes or enhanced team performance.

✨Understand Customer-Centric Operations

Since customer experience is at the heart of the role, be ready to talk about how you've previously prioritised customer needs in your work. Provide examples of how you've handled customer complaints or issues, showcasing your problem-solving skills and commitment to customer satisfaction.

Fraud Contact Centre Team Manager
Virgin Money
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