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- Tasks: Help customers affected by fraud and provide excellent support.
- Company: Join one of the UK's leading banking groups with a strong reputation.
- Benefits: Enjoy 39.5 days of holiday, flexible hours, and weekly pay at £12.91/hour.
- Why this job: Make a real impact by helping people in challenging situations while working remotely.
- Qualifications: Must have customer service experience and a caring attitude; pass credit and background checks.
- Other info: Initial 6-month contract with potential for permanent position based on performance.
Job Description
Are you looking for new opportunity in 2025? If so keep reading as we have a number of exciting positions available with a late April start date.
We have a number of opportunities available with scattered intakes in April 2025 for someone to join one of the UK's leading banking groups as a Customer Service Advisor within the Fraud Team. You will join the team and support their customers who have been a victim of fraud.
This role will be based remotely, however you must be local to either Leeds or Glasgow in case you need to attend the office. My client also offers an attractive holiday allowance of 39.5 days a year! You must be available and ready to start on the earliest start date which is April 2025. Hourly rate of pay is 12.91 per hour – you will be paid weekly via Search.
This contract is for 6 months initially, with scope for a permanent position after this time depending on performance. This is a 35 hour working week with core business hours operating between 8:00am to 7:30pm Monday to Friday and Saturday 9:00am to 5:00pm (which will be on a rotational basis and you will only work 1 in every 3 Saturdays). Some flexibility with working hours is available within this contract but you must be able to work 35 hours per week.
Duties and Responsibilities will include:
- Provide excellent customer experience whilst working towards the best solution for the customer
- Provide help, guidance, and support to customers in or approaching financial difficulty and potential victims of Fraud or Scams
- Collate in depth detail from customers to ensure you have all information required to fully support the customer
- Liaise with third parties to ensure that the customer is fully supported and they receive a service based on best practice
- Obtain information from customer by effective probing and active listening whilst ensuring you operate within defined policies and procedures
- Always aim to achieve a good outcome for the customer and company
To be considered you must have:
- Extensive background in front line customer service
- Proven track record in working in a fast-paced environment
- The ability to be insatiably curious, ask questions, challenge the norm, and negotiate to deliver the best solution
- Proficient communicator with a sincere approach to understanding customer needs and delivering heartfelt service
- A caring, positive attitude along with patience and resilience, you must also have a genuine passion for helping people who find themselves in challenging situations
PLEASE NOTE YOU MUST BE ABLE TO PASS A CREDIT CHECK AS WELL AS A FULL CRIMINAL AND DISCLOSURE SCOTLAND CHECK.
If you would like to know more, please apply now or contact Alice at the Glasgow office.
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age
Customer Service Advisor - Fraud (Remote Glasgow) employer: Search
Contact Detail:
Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Fraud (Remote Glasgow)
✨Tip Number 1
Familiarize yourself with common fraud scenarios and the emotional impact they have on victims. This knowledge will help you empathize with customers and provide better support during your interactions.
✨Tip Number 2
Practice active listening skills. Being able to fully understand a customer's situation is crucial in this role, so try role-playing conversations with friends or family to enhance your ability to probe effectively.
✨Tip Number 3
Research the banking group's values and customer service philosophy. Aligning your approach with their mission can demonstrate your commitment to providing heartfelt service and understanding customer needs.
✨Tip Number 4
Prepare for potential questions about handling difficult situations. Think of examples from your past experience where you successfully navigated challenging customer interactions, as this will showcase your resilience and problem-solving skills.
We think you need these skills to ace Customer Service Advisor - Fraud (Remote Glasgow)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive background in front line customer service. Include specific examples of how you've provided excellent customer experiences and supported customers in challenging situations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping people, your ability to work in fast-paced environments, and your insatiable curiosity. Mention how you can contribute to the Fraud Team's mission of providing heartfelt service.
Highlight Relevant Skills: Emphasize skills such as effective probing, active listening, and negotiation in your application. These are crucial for understanding customer needs and delivering the best solutions.
Prepare for Background Checks: Since passing a credit check and a full criminal and Disclosure Scotland check is mandatory, ensure you have all necessary documentation ready and be prepared to discuss your background if needed.
How to prepare for a job interview at Search
✨Show Your Customer Service Skills
Make sure to highlight your extensive background in front line customer service. Share specific examples of how you've provided excellent customer experiences, especially in challenging situations.
✨Demonstrate Your Problem-Solving Abilities
Prepare to discuss how you approach problem-solving, particularly in fast-paced environments. Be ready to share instances where you had to think on your feet and deliver the best solution for a customer.
✨Exhibit Active Listening and Empathy
Since this role involves supporting victims of fraud, it's crucial to demonstrate your ability to listen actively and show empathy. Practice how you would respond to a customer in distress and ensure they feel heard and supported.
✨Be Ready for Behavioral Questions
Expect questions that assess your curiosity and negotiation skills. Prepare to discuss times when you challenged the norm or asked insightful questions to get to the root of a customer's issue.
