At a Glance
- Tasks: Support customers with fraud concerns and deliver outstanding service.
- Company: Join Firstsource, a global leader in business process management.
- Benefits: Enjoy competitive pay, health support, and flexible work options.
- Other info: Casual dress, mentoring opportunities, and a supportive team environment.
- Why this job: Make a real difference while developing valuable skills in customer service.
- Qualifications: Experience in financial services or contact centres is preferred.
The predicted salary is between 13.02 - 13.02 £ per hour.
About Firstsource
Firstsource Solutions Limited is a leading global provider of business process management (BPM) services, helping organizations transform customer experiences through digital innovation, automation, analytics, and operational excellence. With a presence across multiple countries, Firstsource serves clients across healthcare, banking and financial services, communications, media, and technology.
Pay: £13.02 per hour - 37.5 hours per week
Job Location: Derby (Onsite)
Shift Pattern between Monday to Sunday 7am to 11pm
Join a Team That Protects Customers Every Day
Are you passionate about helping people and solving problems? Looking for a rewarding career with real purpose and progression opportunities? We’re looking for motivated and customer-focused individuals to join our friendly and supportive Contact Centre team, working on behalf of one of the UK’s most recognised banking groups.
In this role, you’ll support customers who may be experiencing fraudulent activity on their accounts, helping to protect them from financial harm while delivering outstanding customer service.
What You’ll Be Doing
- Supporting customers over the phone with potential fraud concerns
- Investigating suspicious transactions and identifying fraud risks
- Asking effective questions to understand each customer’s situation
- Providing reassurance and guidance to vulnerable customers
- Using multiple systems to review information and make informed decisions
- Working collaboratively with colleagues to stay ahead of emerging scams and fraud trends
- Delivering excellent customer experiences while maintaining regulatory compliance
To Be Successful In This Role, You Must Have:
- Recent experience within either Financial Services or a Contact Centre environment
- A strong and stable employment history
- A good credit history, as this role is subject to financial background checks and vetting
We’re Also Interested In People Who Are:
- Excellent communicators with strong listening skills
- Confident using technology and navigating multiple systems
- Naturally curious with strong problem-solving abilities
- Empathetic, patient and customer-focused
- Reliable, adaptable and motivated to learn
- Team players who enjoy supporting others
Why Join Us?
We believe in recognising and supporting our people.
Benefits Include:
- Company pension scheme
- Enhanced maternity and paternity pay
- Health & wellbeing support programme
- Life insurance
- Employee discounts
- Referral bonus scheme
- Casual dress environment
- Employee mentoring and development opportunities
- Company events
- Bereavement leave
- Free Onsite Parking
- Hybrid/Work from home opportunities following successful completion of training and assessment
Build a Career With Purpose
This is more than just a contact centre role — it’s an opportunity to make a genuine difference to customers during difficult situations while developing valuable skills in fraud prevention, customer service and financial services.
Customer Service Representative employer: Firstsource
Firstsource is an exceptional employer that champions diversity and inclusion, providing a supportive work environment in Derby where every voice is valued. With a focus on employee growth, you will have the opportunity to engage in diversity forums and contribute to shaping a truly inclusive workplace culture. The company offers competitive pay and a collaborative atmosphere, making it an ideal place for motivated individuals looking to make a meaningful impact in recruitment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Firstsource. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Firstsource before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Firstsource:Your cover letter is your chance to shine! Tell us why you want to work at Firstsource specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Firstsource!
How to prepare for a job interview at Firstsource
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
