Fraud Team Leader

Why Join Huntswood? At Huntswood, our people are at the heart of everything we do. As a trusted Business Process Outsourcer (BPO), we partner with leading brands to deliver exceptional customer experiences — and we invest heavily in developing our teams to do just that. Whether you join us on a fixed‑term contract or as a permanent employee, you’ll gain variety, career progression, and the support you need to reach your goals. Huntswood is now part of ResultsCX, a global leader in Customer Experience Management, giving you even more opportunities to grow in a fast‑moving, forward‑thinking organisation . CUSTOMER SERVICE TEAM LEADER (FRAUD) We currently have an exciting opportunity for Customer Service Team Leader within our fast-paced Banking campaign working from our Glasgow City Centre Office . As a Customer Service Team Leader , you will act as the glue that holds the team together, providing guidance, support and motivation to the team to reach effective customer satisfaction. Start Date : Monday 11th May 2026 Location : Glasgow City Centre Office Job Type: Full-time, Permanent Hours: 37.5 hours per week Monday – Sunday on a rotation between 8am – 8pm. Role Requirements Ideally you will have a minimum of 12-18 month’s experience managing a Financial Services/Banking team within a contact centre or fraud operations environment. A proven track record in delivering against objectives related to quality, risk controls, and regulatory requirements is essential. Strong ability to manage workflow, prioritise investigations, and ensure the team meets fraud handling SLAs and case resolution deadlines. Skilled in analysing trends, team performance data, and risk indicators to drive process improvements and reduce losses. Proven ability to build effective working relationships with internal stakeholders to support a seamless end‑to‑end fraud management process. Comfortable working in a high‑pressure, fast‑paced environment with the ability to adapt quickly to evolving fraud patterns, regulatory changes, and operational priorities. Strong communication skills, with the ability to inspire, influence, and engage a team ensuring consistent delivery of high‑quality investigative outcomes. Commitment to maintaining a culture of compliance, accuracy, risk awareness, and customer protection across the team. Key Responsibilities: Creating a sense of urgency within the team by building an energetic and engaging culture. Understand and buy into the overall aims and objectives of the company and provide clear communications to your team. Ability to interpret data, spot trends and put in place action plans to remedy short falls. Developing team members in line with their personal development plans and performance reviews – utilising call recording sessions, internal training and one to one sessions. Ensuring full adherence to regulatory requirements. Learning, retaining knowledge and coaching staff on detailed knowledge. Presenting new processes to staff ensuring all advisors are fully trained. Your Benefits