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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 perks like health plans, discounts, and free snacks while you work.
- Why this job: Make a real impact in a fast-paced environment with excellent career growth.
- Qualifications: Experience in managing banking teams and strong communication skills required.
- Other info: Be part of an inclusive culture that values diversity and personal development.
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.
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 & 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 Paisley employer: Huntswood
Contact Detail:
Huntswood Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud Team Leader in Paisley
✨Tip Number 1
Get to know the company culture! Before your interview, check out Huntswood's values and mission. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your STAR technique! When discussing your past experiences, use the Situation, Task, Action, Result format. This helps you clearly demonstrate how you've tackled challenges in fraud management and led teams effectively.
✨Tip Number 3
Show off your data skills! Be ready to discuss how you've analysed trends and improved processes in previous roles. Highlighting your analytical abilities will resonate well with the role's requirements.
✨Tip Number 4
Don’t forget to ask questions! Prepare a few thoughtful questions about the team dynamics or growth opportunities at Huntswood. This shows you're engaged and serious about the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Fraud Team Leader in Paisley
Some tips for your application 🫡
Show Your Experience: Make sure to highlight your experience in managing teams within financial services or contact centres. We want to see how you've tackled challenges and delivered results in similar environments.
Be Data-Driven: Since the role involves analysing trends and performance data, include examples of how you've used data to drive improvements. We love seeing candidates who can turn numbers into actionable insights!
Communicate Clearly: Strong communication skills are key for this role. Use your application to demonstrate how you've inspired and engaged your team in the past. We’re looking for leaders who can motivate others!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, it shows us you're serious about joining our team!
How to prepare for a job interview at Huntswood
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of fraud management and customer service in the banking sector. Understand the key responsibilities of a Customer Service Team Leader and be ready to discuss how your experience aligns with these.
✨Showcase Your Leadership Skills
Prepare examples that highlight your ability to lead a team effectively. Think about times when you've motivated your team, resolved conflicts, or improved performance. Be ready to explain how you can create an engaging culture that drives results.
✨Data-Driven Decision Making
Since the role involves analysing trends and performance data, come prepared to discuss how you've used data in past roles to drive improvements. Bring specific examples of how you've interpreted data to spot trends and implement action plans.
✨Cultural Fit Matters
Huntswood values a strong culture of compliance and customer protection. Be sure to express your commitment to these values during the interview. Share your thoughts on how you would maintain a culture of accuracy and risk awareness within your team.