At a Glance
- Tasks: Help customers secure their accounts and investigate fraud cases with a positive attitude.
- Company: Join Teleperformance, a leading contact centre in Glasgow with a vibrant culture.
- Benefits: Enjoy perks like discounts, wellbeing resources, and 28 days annual leave.
- Other info: Flexible working options after probation and opportunities for career growth.
- Why this job: Make a real difference by protecting customers from fraud while developing your skills.
- Qualifications: Experience in financial services and excellent communication skills are essential.
The predicted salary is between 28500 - 29500 £ per year.
Teleperformance is a fast‑paced contact centre employer who works alongside a number of household known clients to deliver world‑class customer service.
Job Information
- Start Date: Various 2026
- Salary: Salary dependent on experience and up to £28,500 with OTE of £29,500
- Job Type: Full Time – Permanent
- Working Hours: 40 hours per week, including training. Operational hours after training require full flexibility between 10:00 and 23:00 Monday to Sunday.
- Training: 2 weeks based in Glasgow, City Park, 09:00am–18:00pm Monday–Friday.
- Joining the team: First 3 months working on‑site in Glasgow, then opportunity to choose on‑site or at‑home depending on performance after successful completion of all probation requirements.
Minimum interview requirement: Minimum 2 years of financial services experience in the UK, proved at interview.
Responsibilities
- Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact.
- Raise scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio.
- Handle objections whilst ensuring customers that we are here to help them and keep their account secure.
- Investigate pending payments with the aim to approve where there are no concerns of fraudulent activity or scams.
- Provide a positive experience for all customers, helping with bank transfers, direct debits and digital banking support.
- Assist customers who may be going through financial difficulty and debit card support.
- Promote channels such as Internet Banking and ensure customers are aware and have access to the bank’s services.
- Own each query, ensuring they are resolved, delivering a positive outcome.
- Support all customers in accordance with regulatory requirements protecting the customer.
- Record all complaints in line with policy and, where possible, resolve at first touch.
- React quickly during busy periods and manage a wide variety of customers.
- Work with vulnerable customers and resolve complex cases.
- Follow banking processes and clearly explain them to customers.
Qualifications
- Professional, polite, courteous telephone manner.
- Excellent service delivery and outgoing nature.
- Excellent verbal communication with fluency in English.
- Good listener conveying empathy, patience and understanding.
- Confidence and proactivity to deal with difficult situations.
- Ability to work independently and make complex decisions.
- Self‑motivated and able to problem‑solve.
- Interpersonal skills and teamwork.
- Driven to work towards achievable targets.
- Excellent numeracy skills.
- Experience with vulnerable customers.
- Ability to educate customers on fraud protection.
- Previous banking/financial services experience highly desired.
- Previous call centre/customer service experience essential.
Values We Look For
- Process Excellence: Strive to improve work.
- Collaboration: Work well with others.
- Communication: Speak and write clearly and confidently.
- Emotional Intelligence: Empathise, be kind and good with others.
- Open‑Mindedness: Accept new ideas and thinking.
- Critical Thinking: Make logical decisions.
- Solution Orientation: Forward‑thinking mindset focused on resolving challenges.
- Entrepreneurship: Own tasks, develop, self‑driven mindset.
Benefits
- Perks at Work – Savings discounts, free online classes.
- Help@Hand – Savings discounts, podcasts, wellbeing resources, webinars, access to GP’s, mental health support, financial advice, legal advice.
- Critical Illness – up to £10,000.
- Cycle to Work Scheme.
- Eyecare support voucher.
- Holiday Purchase Scheme.
- Length of Service Awards.
- Workplace Pension.
- Monthly Inspire Awards – for the best of the best.
- Refer‑A‑Friend earns up to £1,200.
- Monthly Wellbeing Webinars.
- Dedicated Employee Experience Progress – support the journey.
- 28 day annual leave (inclusive of bank holidays), increasing with length of service.
- Discounted bus travel in Glasgow (First Bus).
Fraud Specialist in Newcastle upon Tyne employer: Teleperformance
Teleperformance is an exceptional employer located in Glasgow, offering a dynamic work environment where employees can thrive in their roles as Fraud Specialists. With a strong focus on employee wellbeing, the company provides extensive benefits including mental health support, professional development opportunities, and a flexible working arrangement post-probation. The collaborative culture encourages personal growth and recognises achievements through monthly awards, making it a rewarding place to build a career in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Fraud Specialist in Newcastle upon Tyne
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Teleperformance and their clients. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with the responsibilities of a Fraud Specialist, especially your customer service skills.
✨Tip Number 3
Show off your soft skills! During the interview, highlight your emotional intelligence and problem-solving abilities. These are key for handling vulnerable customers and complex cases, which is a big part of the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the team at Teleperformance.
We think you need these skills to ace Fraud Specialist in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Fraud Specialist role. Highlight your relevant experience in financial services and customer service, showcasing how you've handled similar situations before.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to express your enthusiasm for the role and explain why you're the perfect fit. Mention specific skills that align with the job description, like your ability to handle difficult situations with empathy.
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional while still sounding friendly and approachable.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets noticed and allows us to keep track of all applicants efficiently!
How to prepare for a job interview at Teleperformance
✨Know Your Stuff
Make sure you brush up on your financial services knowledge, especially around fraud prevention and banking processes. Familiarise yourself with common scams and how to handle them, as this will show your expertise and readiness for the role.
✨Showcase Your Empathy
Since you'll be dealing with vulnerable customers, it's crucial to demonstrate your emotional intelligence during the interview. Share examples of how you've handled difficult situations with empathy and understanding in past roles.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says and responding thoughtfully. This will not only show your communication skills but also your ability to understand customer needs, which is key for a Fraud Specialist.
✨Be Ready for Scenario Questions
Prepare for scenario-based questions where you might need to demonstrate your problem-solving skills. Think of specific examples from your experience where you successfully resolved complex cases or objections, as this will highlight your capability to think critically under pressure.
