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 a competitive salary, pension scheme, and employee discounts.
- Other info: Casual dress, hybrid work options, and great career progression.
- Why this job: Make a real difference while developing valuable skills in customer service.
- Qualifications: Experience in financial services or contact centre 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
What We’re Looking For
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. Apply today and start your journey with us.
Customer Service Representative in Derby 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 in Derby
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Firstsource and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Firstsource and let us see your personality shine through!
We think you need these skills to ace Customer Service Representative in Derby
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Firstsource.
Get Familiar with Our Brand:Before applying, take some time to learn about Firstsource and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Firstsource
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Firstsource.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Firstsource will surely appreciate.
