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- Tasks: Investigate fraud cases and support customers with empathy and expertise.
- Company: Join Firstsource, a leading employer focused on people and inclusivity.
- Benefits: Earn £12.33 per hour, enjoy 29 days' leave, and access health cashback plans.
- Why this job: Make a real impact by helping customers feel safe and supported.
- Qualifications: Customer service experience is a plus; strong communication skills are essential.
- Other info: Flexible shifts with plenty of notice and opportunities for career growth.
The predicted salary is between 12 - 13 £ per hour.
Join Firstsource as a Fraud Advisor.
Location: Centre Square, Middlesbrough, TS1 2QJ
Salary: £12.33 per hour (£25,646.40), + benefits
Hours: 40 per week – our operational hours are between 7am and 11pm, Monday to Sunday. Currently all our shifts fall between 9am and 8pm.
Contract: Permanent, Full-Time
At Firstsource, we’re all about people – especially when it comes to protecting them from fraud. We work with one of the UK’s leading banks to help customers feel safe, supported, and fairly treated when fraud happens. As a Fraud Advisor, you’ll be the person who listens, investigates, and finds the facts — so customers feel confident they’re in safe hands. If you’re curious, calm under pressure, and want a role where your decisions make a real impact — we want to hear from you.
What you’ll be doing day-to-day:
- Investigating suspected payment fraud and building clear timelines of what’s happened
- Speaking with customers to gather information — with empathy, not interrogation
- Making fair, evidence-based decisions in line with regulations and policy
- Working with other banks and financial institutions to track and report fraud
- Staying sharp on the latest fraud trends and constantly building your expertise
You should apply if:
- You’re passionate about doing the right thing and supporting others
- You’ve worked in customer service, finance, or fraud (ideal, but not essential)
- You’re a confident communicator who can stay calm under pressure
- You’re detail-driven and good at piecing things together
- You want a role where you’ll keep learning and growing
What you’ll get:
- A permanent role paying £12.33 per hour (paid fortnightly)
- 40 hours per week on a rotating shift pattern
- 29 days’ annual leave (increasing with service)
- £750 for every successful referral you make
- Access to our Simply Health cashback plan
- Incentives and recognition for top performance
- Support to grow your career with training and development
Shift info & flexibility:
- 40 hours per week
- Shifts between 7am and 11pm, Monday to Sunday
- We’ll always give you plenty of notice for your schedule
Why join Firstsource?
We’re proud to be an inclusive and equal opportunity employer. We welcome people from all backgrounds and experiences and are committed to creating a workplace where everyone can thrive. As a Disability Confident employer and part of the Bloomberg Gender Equality Index, we take diversity seriously — because we know it makes us stronger.
A quick note on checks: Because of the nature of the role, we carry out referencing checks — including credit, criminal record, and right-to-work. An adverse history won’t automatically exclude you — we look at every case fairly and individually.
Ready to apply? If you’re looking for a role with purpose — and a team that’s got your back — hit apply. Need any adjustments during the hiring process? Just let us know — we’re here to support you.
Customer Service Representative employer: Firstsource Solutions Ltd
Contact Detail:
Firstsource Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Firstsource and their values. This will help you connect your experiences to what they care about, especially when it comes to customer service and fraud prevention.
✨Tip Number 2
Practice your communication skills! As a Fraud Advisor, you'll need to be calm and clear when speaking with customers. Try role-playing with a friend or family member to get comfortable with handling tough questions and showing empathy.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past work where you had to investigate an issue or make a tough decision. Be ready to share these stories during your interview to demonstrate how you can handle the responsibilities of the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always looking for passionate people who want to make a difference in customer service, so don’t hesitate to hit that apply button!
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Fraud Advisor role. Highlight your customer service experience and any relevant skills that show you can handle pressure and make fair decisions.
Show Your Passion: We love seeing candidates who are genuinely passionate about helping others. In your application, share examples of how you've supported customers in the past and why you want to work in fraud prevention.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your personality shine through, so don’t be afraid to let us know who you are!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and get you on the path to joining our team!
How to prepare for a job interview at Firstsource Solutions Ltd
✨Know the Role Inside Out
Before your interview, make sure you understand what being a Fraud Advisor entails. Familiarise yourself with the key responsibilities like investigating fraud and communicating with customers empathetically. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role is all about supporting customers, be ready to share examples from your past experiences where you've provided excellent customer service. Highlight situations where you stayed calm under pressure and made fair decisions, as these qualities are crucial for a Fraud Advisor.
✨Stay Updated on Fraud Trends
Research the latest trends in fraud and how they impact customers. Being knowledgeable about current issues will not only impress your interviewers but also demonstrate your commitment to staying sharp in the field. It shows that you’re proactive and eager to learn.
✨Prepare Questions to Ask
Interviews are a two-way street, so prepare thoughtful questions to ask your interviewers. Inquire about the team culture, training opportunities, or how they support career growth. This shows that you’re serious about your future with the company and want to ensure it’s the right fit for you.
