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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, flexible hours, and great employee perks.
- Other info: Full-time role with opportunities for personal growth and development.
- Why this job: Make a real difference by helping customers protect their finances.
- Qualifications: Strong communication skills and a passion for 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 Paisley employer: Firstsource
Contact Detail:
Firstsource Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Paisley
✨Tip Number 1
Get to know the company! Research Lloyds Banking Group and understand their values and customer service approach. This will help you tailor your responses 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 seen by the right people. Plus, it shows you're proactive and serious about the opportunity. Don’t miss out!
We think you need these skills to ace Customer Service Advisor in Paisley
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 banking or call centres, and don’t forget to showcase your outstanding communication skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and how you can contribute to our team. Be sure to mention your ability to handle sensitive situations with empathy and professionalism.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've effectively handled challenging customer interactions in the past. We love candidates who can think on their feet and deliver great outcomes for customers!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, we can’t wait to see what you bring to the table!
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. Familiarise yourself with common banking terms and fraud prevention techniques. This will help you answer questions confidently and show that you're 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 shows that you value what the interviewer is saying and are capable of handling customer interactions effectively.
✨Show Empathy
Since you'll be dealing with vulnerable customers, it's crucial to convey empathy during your interview. Share examples from your past experiences where you've successfully supported someone in a difficult situation. This will highlight your ability to connect with customers on a personal level.
✨Ask Smart Questions
At the end of the interview, don’t forget to ask insightful questions about the company culture or the team you'll be working with. This not only shows your enthusiasm for the role but also helps you gauge if the environment is the right fit for you.