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- Tasks: Join the fight against fraud and protect customers from financial harm.
- Company: Be part of NatWest Group, a leader in customer service and security.
- Benefits: Earn £14.29 per hour, with potential for higher pay and great perks.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Enjoy a supportive work environment with excellent training and career growth.
The predicted salary is between 30000 - 40000 £ per year.
Have you ever fallen victim to fraudulent activity on your account? Experienced that heart stopping moment, the feeling in the pit of your stomach when you see unexpected activity on your statement? NatWest Group are looking for customer focused and self motivated individuals to join their Edinburgh team in the fight to protect customers like you and your family from financial harm. You can make a difference!
Initially a 12 month temporary assignment with the potential to extend or become permanent, this is an excellent opportunity to make a positive impact in customers' lives by identifying and stopping fraudulent activity. Not only can you finish the day knowing you have made a real difference, you will also be generously compensated for the work you do - Standard Pay Rate: £14.29; plus shift allowance payments for working outside core business hours (up to £17.47 p/hr for some shifts).
Start date: 25th May 2026
Location: NatWest Gogarburn, 175 Glasgow Road, EH12 9SB
You will work 35 hours over 5 days between the hours of 8am and 10:00pm, Monday to Sunday and will include some bank holidays. We will discuss your hours in more detail at interview stage.
First class training provided - 8 weeks classroom based before moving to the academy where you will be taking calls. Once you are up to speed and consistently achieving the required performance levels, you will be considered for hybrid working where you will be required to be in the office 6 days a month and can work from home the rest of the time.
Key responsibilities:- You will be utilising high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime.
- You will be investigating and analysing queries accurately and raising them with relevant internal and external parties without delay, escalating where appropriate.
- You will be actively participating in initiatives to improve customer service, processes and procedures.
- Previous customer service and telephony experience
- Ability to work in an extremely fast-paced environment whilst managing phone calls with the customers to reach a solution
- Excellent written and verbal communication skills
- Excellent attention to detail with the ability to quickly assess information and multi-task
- Strong IT Competency (Microsoft Office and data entry) - will be operating across multiple systems and screens whilst on calls with customers
- Ability to work well within a team
- Free access to UnMind - a mental health and wellbeing platform that you can use throughout the duration of your assignment to support with mental health, life events, and physical health and wellbeing.
- Access to a benefits scheme giving you access to discounted holidays, vouchers, saving bundles, competition and giveaways and a 24/7 worker assistance programme including always accessible counselling services.
- A range of amenities are available onsite including free parking, supermarket and a Fitness & Wellbeing Centre which features a gym, swimming pool and 5-aside football pitches.
Next Steps: Complete our short application process today, you will then be invited to complete a multiple choice assessment. If successful you will be invited to complete a recorded video interview containing 3 questions. If your application is successful you will be invited to a telephone screening call with a recruiter from AMS. Best of luck, we look forward to receiving your application.
Customer Service & Operations Analyst - Fraud Prevention in Livingston employer: NatWest CWS
Contact Detail:
NatWest CWS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service & Operations Analyst - Fraud Prevention in Livingston
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on NatWest and their approach to fraud prevention. This will help you tailor your answers and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice makes perfect! Try doing mock interviews with friends or family. Focus on common customer service scenarios and how you'd handle them, especially in a fast-paced environment like this role.
✨Tip Number 3
Show off your skills! Be ready to discuss your previous customer service experience and how it relates to fraud prevention. Highlight your attention to detail and ability to multi-task, as these are key for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll be able to track your progress and stay updated on any next steps in the hiring process.
We think you need these skills to ace Customer Service & Operations Analyst - Fraud Prevention in Livingston
Some tips for your application 🫡
Be Yourself: When you're filling out your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your experiences and how they relate to customer service and fraud prevention.
Tailor Your Application: Make sure to customise your application for this role. Highlight your previous customer service experience and any relevant skills that match what we're looking for. It shows us you’re serious about joining our team!
Show Off Your Communication Skills: Since excellent written communication is key for this role, take your time to proofread your application. Clear and concise writing will help us see your attention to detail and ability to communicate effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it’s super straightforward!
How to prepare for a job interview at NatWest CWS
✨Know Your Fraud Prevention Basics
Before the interview, brush up on common types of fraud and the strategies used to prevent them. Understanding the basics will not only show your interest in the role but also help you answer questions more confidently.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you successfully handled customer queries or resolved issues. Highlighting your ability to communicate effectively and empathise with customers will be key in this role.
✨Demonstrate Attention to Detail
Since the job requires a keen eye for detail, think of instances where your attention to detail made a difference. Be ready to discuss how you manage multiple tasks while ensuring accuracy, especially in a fast-paced environment.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the training process, team dynamics, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.