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- Tasks: Lead a dynamic team in fraud management, ensuring top-notch customer satisfaction.
- Company: Join Huntswood, a forward-thinking BPO with a focus on team development.
- Benefits: Enjoy comprehensive training, health plans, discounts, and fun perks like payday pizza!
- Why this job: Make a real impact in a fast-paced environment while growing your career.
- Qualifications: Experience in managing banking teams and strong communication skills required.
- Other info: Inclusive workplace with excellent growth opportunities and a commitment to employee well-being.
The predicted salary is between 30000 - 40000 £ per year.
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.
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.
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 & Perks:
- Comprehensive Training with experienced Trainers.
- Life assurance - providing coverage at 1x your basic salary in the event of unforeseen circumstances.
- Health Cash Plan - helping you claim back the cost of everyday healthcare.
- ‘Perks at work’ staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more…
- Colleague Recognition Scheme – Become a Huntswood Hero!
- Regular colleague engagement activities where you could earn additional incentive.
- Access to an online Well-being centre that has a variety of tools to nurture your overall health.
- Free Fruit, Tea, Coffee & Hot Chocolate on site.
- Payday pizza! Enjoy some pizza on us every Wednesday before each payday when working on site.
- Discounted Premium City Centre Parking.
- Refer a friend scheme (earn £1000 for each person you refer).
- Mentorship program to grow and develop within the company.
- Committed to Inclusivity.
Huntswood, a ResultsCX company, is an equal opportunity employer. We welcome applications from all backgrounds and are proud to be a Disability Confident employer. We guarantee an interview for all disabled applicants who meet the minimum criteria.
For your safety, please note: Huntswood will only request contact details via email when first reaching out — we will never ask for additional personal information at that stage.
Fraud Team Leader in Milton employer: Huntswood
Contact Detail:
Huntswood Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud Team Leader in Milton
✨Tip Number 1
Get to know the company inside out! Research Huntswood and its values, especially their focus on customer experience and team development. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the role and the company culture, plus it might just land you a referral — which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your past experiences align with the role's requirements, especially around managing teams and handling fraud cases. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Fraud Team Leader in Milton
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about joining our team and making a difference in customer service.
Tailor Your CV: Make sure to customise your CV to highlight your relevant experience in fraud operations or financial services. We love seeing how your skills align with what we’re looking for, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your achievements and experiences are easy to read and understand. No need for fluff!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Huntswood
✨Know Your Stuff
Before the interview, make sure you understand Huntswood's mission and values. Familiarise yourself with their approach to customer service and fraud management. This will help you align your answers with what they’re looking for and show that you’re genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you'll need to demonstrate your ability to motivate and guide a team. Prepare examples from your past experience where you've successfully led a team, resolved conflicts, or improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Data-Driven Mindset
Since the role involves analysing trends and performance data, be ready to discuss how you've used data to drive improvements in previous roles. Bring specific examples of how you identified issues and implemented solutions based on your findings. This will highlight your analytical skills and proactive approach.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and growth opportunities within Huntswood. This not only shows your interest but also helps you assess if the company is the right fit for you.