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- Tasks: Investigate fraud cases and support customers with empathy and expertise.
- Company: Join Firstsource, a people-focused company protecting customers from fraud.
- Benefits: Earn £12.85 per hour, enjoy 29 days' leave, and access health cashback.
- Other info: Permanent role with opportunities for career growth and ongoing training.
- 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.
The predicted salary is between 25057 - 25057 £ per year.
Join Firstsource as a Fraud Advisor.
Location: Centre Square, Middlesbrough, TS1 2QJ
Salary: £12.85 per hour (£25,057.50), + benefits
Hours: 37.5 per week – our operational hours are between 7am and 11pm, Monday to Sunday
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 £12.85 per hour (paid fortnightly)
- 37.5 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
Customer Service Advisor in Middlesbrough employer: Firstsource
Contact Detail:
Firstsource Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Middlesbrough
✨Tip Number 1
Get to know the company! Research Firstsource and understand their values, especially around customer service and fraud prevention. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Advisor, you'll need to be calm and clear when speaking with customers. Try role-playing common scenarios with friends or family to build your confidence and empathy.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully handled difficult situations. Be ready to share these stories during your interview to demonstrate how you can make a real impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Service Advisor in Middlesbrough
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 relevant customer service or fraud experience, and don’t forget to sprinkle in some of that empathy we value!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about supporting others and how your background makes you a great fit for the role. Keep it friendly and professional!
Showcase Your Communication Skills: As a Fraud Advisor, clear communication is key. In your application, demonstrate your ability to convey information effectively. Whether it’s through your CV or cover letter, let your personality come through!
Apply Through Our Website: We want to make the application process as smooth as possible for you. So, head over to our website to apply directly. It’s the best way to ensure your application gets into our hands quickly!
How to prepare for a job interview at Firstsource
✨Know Your Stuff
Before the interview, make sure you understand the basics of fraud prevention and customer service. Research Firstsource and their values, especially how they support customers during fraud incidents. This will show your genuine interest in the role and help you answer questions more confidently.
✨Empathy is Key
As a Fraud Advisor, you'll need to communicate with customers who may be feeling vulnerable. Practice demonstrating empathy in your responses during the interview. Think of examples from your past experiences where you’ve helped someone in a tough situation, as this will highlight your ability to connect with customers.
✨Stay Calm Under Pressure
The role requires a calm demeanour, especially when dealing with sensitive situations. Prepare for potential scenario-based questions that test your ability to handle pressure. You might want to rehearse how you would respond to a customer who is upset or confused about a fraud issue.
✨Show Your Curiosity
Firstsource values individuals who are eager to learn and grow. Be ready to discuss how you keep up with the latest trends in fraud and customer service. Mention any relevant courses, articles, or resources you follow to stay informed, as this will demonstrate your commitment to continuous improvement.