At a Glance
- Tasks: Lead a dynamic team to manage fraud and complaints, ensuring top-notch customer service.
- Company: Join a leading global company focused on innovation and excellence in customer care.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Be part of a diverse culture that values respect, integrity, and continuous improvement.
- Why this job: Make a real difference by protecting customers and enhancing their experience.
- Qualifications: Experience in complaint and fraud management, with strong leadership skills.
The predicted salary is between 36000 - 60000 £ per year.
Job Title: Fraud/Complaints Contact Center Manager (CCM) (Senior Operations Manager)
Department: Operations
Management Responsibility for: Assistant Contact Centre Managers (ACCM)
Reports to: VP / Director of Delivery
Location: Site-Based or Working at Home
Salary: £65,000
Contract Type: TBC
Grade: TBC
The Fraud Contact Centre Manager will lead and manage the operations of the Fraud Contact Centre, ensuring that all customer interactions relating to actual or suspected fraudulent activity are handled effectively, professionally, and in line with regulatory standards. The role is accountable for fraud prevention and detection performance, customer experience, operational efficiency, and employee engagement.
The postholder will drive strategic and operational improvements in fraud processes, enhance detection capabilities, and balance risk management with customer service excellence.
Key Responsibilities
Operational Leadership & Management
- Lead the daily operations of the fraud contact centre, ensuring call handling, case management, and service levels meet defined KPIs and SLAs.
- Monitor and manage fraud case workflows, ensuring timely investigations and resolutions.
- Develop, maintain, and deliver effective fraud contact strategies aligned to business goals.
- Oversee workforce planning, scheduling, and resource allocation to meet fluctuating call volumes and fraud alerts.
Fraud Detection & Risk Management
- Ensure all fraud enquiries (e.g., payment card fraud, account takeovers, scams, identity theft, cyber-enabled fraud) are handled in line with policy and escalation procedures.
- Support the identification, assessment, and mitigation of fraud risks, working with Fraud Strategy, Risk, and Compliance teams.
- Proactively monitor emerging fraud trends, ensuring appropriate operational responses.
- Drive improvements in fraud detection, loss reduction, and false-positive minimisation.
People Leadership
- Lead, motivate, and inspire a team of contact centre agents, team leaders, and fraud specialists.
- Set clear objectives, manage performance, and foster a high-performance culture.
- Provide ongoing coaching, training, and career development opportunities.
- Promote a positive working environment that values teamwork, customer focus, and continuous improvement.
Governance, Compliance & Reporting
- Ensure all activities comply with regulatory obligations (FCA, PRA, PSD2, GDPR, AML regulations, etc.) and internal fraud policies.
- Maintain accurate case documentation, audit trails, and MI reporting.
- Produce and present regular management information, highlighting fraud trends, team performance, and operational challenges.
- Act as the point of escalation for high-risk or complex fraud cases.
Continuous Improvement & Innovation
- Champion process improvements, automation, and adoption of new technologies to enhance fraud prevention and investigation.
- Collaborate with IT, Analytics, and Risk teams to improve system capability and reporting tools.
- Gather and act on customer and employee feedback to improve service delivery.
- Support strategic initiatives and change programmes within the wider Fraud & Financial Crime function.
Key Performance Indicators (KPIs)
- Contact centre SLA adherence (average speed of answer, abandon rate, call handling time).
- Fraud case resolution time and quality.
- Fraud loss prevention and recovery rates.
- Accuracy of fraud detection vs. false positives.
- Employee engagement and attrition rates.
- Regulatory compliance (audit findings, breaches, incidents).
- Customer satisfaction (CSAT, NPS, complaint levels).
Leadership & Management
- Strong leadership, coaching, and people development skills.
- Ability to manage and motivate teams in a fast-paced environment.
Fraud & Risk Knowledge
- Strong understanding of fraud typologies across banking, payments, and digital channels.
- Knowledge of fraud detection tools and systems (e.g., Falcon, Actimize, SAS, internal fraud monitoring platforms).
- Understanding of relevant regulatory frameworks (AML, FCA, GDPR, PSD2).
Operational Excellence
- Proven experience in contact centre management, including workforce planning and service delivery.
- Strong analytical and decision-making skills.
- Excellent organisational skills with the ability to prioritise competing demands.
Communication & Stakeholder Management
- Strong verbal and written communication skills, with the ability to present complex data clearly.
- Ability to build relationships across multiple functions (Operations, Risk, Compliance, IT, Customer Services)
Customer Focus
- Dedicated to balancing fraud risk management with a positive customer experience.
- Strong problem-solving mindset with empathy for customers impacted by fraud.
Experience & Qualifications
- Significant experience managing contact centre operations, preferably within a fraud or financial crime environment.
- Background in banking, financial services, fintech, payments, or telecommunications (preferred).
- Experience with fraud monitoring, detection, and case management systems.
- Proven track record of delivering operational improvements and managing large teams.
- Professional qualifications in fraud prevention, financial crime, or risk management (e.g., ACAMS, ICA, CIFAS certifications) desirable.
Minimum Skills - For Non-Agent JDs
- Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy
#LI-CW1
Fraud/Complaints Contact Center Manager in Chester employer: Teleperformance
At Teleperformance, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters employee engagement and growth. Our Fraud/Complaints Contact Center Manager role provides the opportunity to lead a dedicated team in a supportive environment, with access to ongoing training and development initiatives. Located in a vibrant area, we promote a healthy work-life balance and encourage innovation, ensuring our employees feel valued and empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Fraud/Complaints Contact Center Manager in Chester
✨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 Fraud/Complaints Contact Center Manager in Chester
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.
