At a Glance
- Tasks: Investigate economic crime and support customers through inbound and outbound calls.
- Company: Join Teleperformance, a leader in delivering exceptional customer experiences.
- Benefits: Competitive salary, 28 days holiday, career development, and employee discounts.
- Other info: Full-time role with opportunities for growth and a supportive work culture.
- Why this job: Make a real difference by protecting customers from economic crime.
- Qualifications: Strong communication skills and experience in a fast-paced customer environment.
The predicted salary is between 26436 - 26436 £ per year.
At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence. You will be taking inbound calls on behalf of our prestigious banking client Nationwide.
A minimum of 6 months contact centre/telephony experience is a requirement for this role.
Start Date: 26 October 2026
Salary: £26,436.80 per annum
Location: Glasgow Cuprum Building, Argyle Street, Glasgow - THIS IS NOT A WORK FROM HOME ROLE
Shifts: Monday to Sunday 8.00 am - 8.00 pm. Please note you must be able to work any shifts between these times.
Contract: Full Time Permanent (40 hours per week)
Background Checking:
- Right to Work in the UK
- Criminal Record Check
- Enhanced Credit Check which will include looking for active defaults, CCJs, IVAs, bankruptcy
- CIFAS Fraud Check
- Global Sanctions Check
- Media Check
- 3 year employment history check
Please note we do not allow any time off/holiday requests within the first 8 weeks of your employment.
Please be advised of the following stage in our selection process: We aim to email shortlisted candidates an online assessment link within one working day of application. Please ensure this is completed within 72 hours of receiving the link.
What you’ll be doing:
- To undertake thorough investigations across Nationwide Group to protect the Society against all types of Economic Crime, including external and customer related Economic Crime.
- Responsible for executing thorough investigations on Nationwide’s customer base and third party administrators to identify any suspected risks they pose to the Society.
- To support customers and all internal departments through both inbound and outbound telephony regarding prevention, detection and investigation of Economic Crime.
- To investigate Economic Crime cases over the phone and provide coherent, risk-orientated documentation to support the investigation and make the correct decision.
- Make independent risk-based decisions.
- To be able to appropriately articulate updates and outcomes of investigations to internal/external stakeholders and/or customers using both verbal and written communication skills.
- To work in agreed timescales within my Financial Approval Mandate.
- Adhere to set processes and procedures to ensure the customers and Society are protected from Economic Crime and that the department is compliant with its legal and regulatory obligations.
- Build relationships with stakeholders across the Society including other Protect Operational teams.
- To take accountability and responsibility for different Economic Crime investigations, assess risks and managing/reporting Economic Crime types where appropriate.
- To support with training, coaching and guiding colleagues within Protect by providing specialist knowledge and experience.
- Contribute to the management of team’s mailboxes.
- To escalate cases appropriately as per defined procedures.
Qualification & Experience:
- Excellent communication skills – able to communicate with a diverse range of people.
- A high level of accuracy with attention to detail.
- Experience working in a fast-paced, resilient customer facing environment.
- Strong analytical, investigation and numerical skills.
- The ability to work independently as well as part of a team.
- Be able to demonstrate the ability to manage your time effectively and prioritise tasks.
- To be competent in using different IT systems.
- Excellent decision-making skills and the ability to work in a reactive environment.
Our Benefits:
- On-line recruitment process.
- Refer & Earn Scheme.
- 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary.
- Length of Service and monthly recognition awards.
- Opportunities for career development and progression.
- Employee welfare support with free access to our Mental Health Employee Assistance programme.
- Pension Scheme.
- Wide range of employee discounts.
Disclaimer: Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or tp.com/talent.icims email addresses. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.
Customer Expert - NBS Fraud in Airdrie employer: Teleperformance
At Teleperformance, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee well-being and development. As a Customer Service Representative working from home in Scotland, you'll enjoy flexible shifts, comprehensive training, and a range of benefits including a generous holiday allowance, wellness programmes, and opportunities for career progression, all while making a meaningful impact on the lives of residents navigating Scotland's transport systems.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Expert - NBS Fraud in Airdrie
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Teleperformance. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Teleperformance before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Expert - NBS Fraud in Airdrie
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Teleperformance:Your cover letter is your chance to shine! Tell us why you want to work at Teleperformance specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Teleperformance!
How to prepare for a job interview at Teleperformance
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
