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- Tasks: Support customers with fraud investigations and provide exceptional service in a friendly contact centre.
- Company: Join a leading UK bank known for its supportive work culture.
- Benefits: Enjoy competitive pay, casual dress, employee discounts, and a health & wellbeing programme.
- Other info: Flexible hours with opportunities for career growth and development.
- Why this job: Make a real difference by helping customers protect their finances and build trust.
- Qualifications: Strong communication skills and a desire to deliver excellent customer service.
The predicted salary is between 27768 - 27768 £ per year.
Operational Opening hours: 40 Hours a week between 8am – 11pm – Monday to Sunday
Potential Start Date: April 2026
Rate of Pay: £13.35 per hour, working 40 hours per week - £27,768
Job Purpose: This is a brilliant opportunity to work on behalf of the UK’s most well-known Banks.
Working within our friendly and supportive contact centre environment, you’ll speak to a wide variety of customers who’ll need support with fraudulent activity involving their bank accounts. This will involve active listening, understanding and assessing individual customer situations and circumstances, conducting fraud investigation, dealing with vulnerable customers and making informed decisions to identify fraud, educate customers and prevent financial loss to the customer and the Bank.
What you'll do:
- Efficiently handle calls from Lloyds Banking Group customers, understanding & supporting their situation.
- Through effective questioning and investigation, evaluate whether transactions are genuine or fraudulent, keeping the customer engaged throughout the call and keeping all customer records updated.
- Competently use a range of systems and processes to conduct fraud investigation, to support decision making and identify any fraud ‘red flags’ - to ensure all potential harms and detriment have been thoroughly explored and recorded, prior to making an outcome decision.
- Work closely with your peers and wider teams to learn and share best practice to remain alert to new scams and fraud exposure.
- Professionally and confidently deliver ‘good customer outcomes’ to support customers with the best level of customer service and achieve market leading Customer Satisfaction scores.
- Understand the regulatory compliance processes and guidelines to keep customers and confidential information safe.
Personal Qualities:
- Outstanding communication skills – verbal, written, listening and understanding information.
- Strong technical skills – ability to navigate a range of systems and applications concurrently.
- Self-confident with the ability to effectively question customers whilst conducting investigations ‘in the moment’ and deliver outcome decisions.
- Naturally inquisitive, whilst empathetic, with a desire to understand situations and customer situations to ‘get to the root of the issue’.
- A willingness and desire to deliver exceptional customer service to a diverse range of customers.
- Reliable, flexible, and self-motivated.
- Building rapport with your customers and team.
- Previous experience in a banking or call centre environment desirable but not essential.
Job Types: Full-time, Permanent
Benefits:
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Employee discount
- Employee mentoring programme
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Life insurance
- Referral programme
Work Location: In person
Customer Service Advisor in Glasgow employer: Firstsource
Contact Detail:
Firstsource Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Glasgow
✨Tip Number 1
Get to know the company! Research Lloyds Banking Group and understand their values and mission. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with a variety of customers, role-play different scenarios with friends or family. This will help you feel more confident when handling calls and addressing customer concerns.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Service Advisor in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service Advisor role. Highlight any previous experience in customer service or banking, and don’t forget to showcase your communication skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about helping customers and how your inquisitive nature makes you a great fit for investigating fraud. Keep it friendly and professional.
Showcase Your Soft Skills: In this role, empathy and active listening are key. Make sure to mention examples where you've successfully navigated challenging customer interactions. We want to see how you build rapport and deliver exceptional service!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Firstsource
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Advisor and the specific tasks involved. Familiarise yourself with common banking fraud scenarios and how to handle them. This will show that you're proactive and genuinely interested in the position.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. When asked questions, take a moment to think before responding. This not only shows that you value what the interviewer is saying but also reflects the skills you'll need when dealing with customers.
✨Show Empathy and Understanding
Be prepared to discuss how you would handle vulnerable customers or sensitive situations. Share examples from past experiences where you've shown empathy and understanding. This is crucial for a role that involves supporting customers through potentially distressing situations.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Ask about the team culture, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.