Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Help customers navigate financial difficulties and provide support to fraud victims.
- Company: Join a passionate team dedicated to outstanding customer service.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a competitive pension.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Customer service experience is a plus; empathy and communication skills are essential.
- Other info: Flexible working hours with opportunities for training and career growth.
The predicted salary is between 25250 - 27000 £ per year.
Business Unit: Customer Support and Operations
Salary Range: £25,250 - £27,000 per annum DOE + Benefits
Location: UK Hybrid - Gosforth/Glasgow/Leeds
Contract Type: Permanent - full-time with shift rotations between the hours of 8am and 7:30pm Monday to Friday with 1-in-4 Saturdays 9am-5pm
Our Team
Our Fraud Detection Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them, you’ll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You’ll be primarily helping customers who have been a victim of fraud, which means there’ll be some tough conversations – but your resilience and ability to empathise will be encouragement to those who need it most. Despite the challenges you’ll face, there’ll be opportunities to make memorable experiences for customers – something that our team are extremely passionate about and that’s an extremely rewarding part of the role. You’ll need to be a great listener, have patience, and demonstrate a caring manner. It’s vital you can get the basics right, focus on the detail and work to a high degree of accuracy.
We’re currently recruiting for a 20th April 2026 start date. Please only apply if you can commit to this time frame and note that no annual leave will be permitted during the first two months in role while you undertake training.
Shortlisted candidates will be invited to a short phone screen and those who pass this stage will participate in a 'Get to Know Us' and group activity session in February.
What you’ll be doing
- Playing a key part within our operation and seeking to deliver valuable service to make our customers love us even more.
- Working flexibly within the operating hour of 8:00am to 7:30pm Monday to Friday, Saturday 9:00am to 5:00pm.
- Providing excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
- Providing help, guidance, and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams.
- Demonstrating a significant degree of insatiably curiosity to obtain the best possible solution for the customer and the company.
- Liaising with third parties to ensure that our customers are fully supported and receive a service based on best practice.
- Summarising key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.
- Confidently challenging the ‘rules’ in favour of achieving a good outcome for the customer and company.
- Working within the appropriate regulatory frameworks we follow.
- Being emotionally resilient, open, and honest when times get tough – because they will; and a real team player supporting your co-workers throughout the day.
We need you to have
- Previous experience in a customer service role within a call centre is desirable, but we also highly value transferable skills gained in other customer-focused environments such as retail or hospitality.
- A genuine passion for delivering outstanding customer experiences and ensuring the best possible outcomes for our customers.
- The ability to be insatiably curious; asking questions, challenging the norm, and negotiating to deliver the best solution.
- Excellent communication skills with a sincere approach to feeling what customers feel and delivering a simply brilliant experience.
- A caring, positive attitude with a genuine passion for helping others to exceed our customers’ expectations.
- The ability to multi-task – listening to customers, while investigating/reviewing information.
It would be a bonus if you have but not essential
- Experience in or knowledge of Fraud.
- Previously worked in Retail Banking or Financial Services.
- Professional experience in effectively supporting vulnerable customers.
The extras you’ll get
- 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
- Private medical insurance.
- A highly competitive pension to help you build a strong foundation for retirement.
- Access to an annual performance-related bonus.
- Training and development to help you progress your career.
- A great selection of additional benefits through our flexible benefits scheme.
- Life assurance to provide peace of mind for you and your loved ones.
- Up to 2 days of paid volunteering a year.
If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.
Fraud Contact Centre Agent in Glasgow employer: Virgin Money
Contact Detail:
Virgin Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud Contact Centre Agent in Glasgow
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your active listening skills. During the interview, make sure to listen carefully to the questions and respond thoughtfully. This shows that you care about understanding the customer's needs, which is crucial for a Fraud Contact Centre Agent.
✨Tip Number 3
Prepare for tough conversations. Think about how you would handle sensitive topics with empathy and resilience. Role-playing with a friend can help you feel more confident when discussing challenging scenarios.
✨Tip Number 4
Don’t forget to showcase your curiosity! Be ready to ask insightful questions during the interview. This not only demonstrates your interest but also aligns with the role's requirement for insatiable curiosity in problem-solving.
We think you need these skills to ace Fraud Contact Centre Agent in Glasgow
Some tips for your application 🫡
Show Your Curiosity: In your application, let us see that insatiable curiosity we’re looking for! Share examples of how you've asked the right questions in previous roles to get to the heart of a problem. This will show us you’re ready to tackle tough conversations with customers.
Highlight Your Empathy: Since you'll be dealing with customers who may have faced fraud, it’s crucial to demonstrate your caring nature. Use your application to share stories where you’ve supported someone through a tough time, showing us your ability to empathise and connect.
Be Detail-Oriented: Accuracy is key in this role, so make sure your application is free from typos and errors. Pay attention to the details in your CV and cover letter, and ensure they reflect your ability to focus on the finer points – just like you would when helping our customers.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at Virgin Money
✨Show Your Empathy
As a Fraud Contact Centre Agent, you'll be dealing with customers who may be distressed. Make sure to demonstrate your ability to empathise during the interview. Share examples of how you've supported customers in tough situations before, showing that you can connect with them on an emotional level.
✨Be Inquisitive
The job requires a natural curiosity to get to the root of problems. Prepare some thoughtful questions about the role and the company. This not only shows your interest but also reflects your proactive approach to problem-solving, which is crucial for this position.
✨Highlight Your Communication Skills
Effective communication is key in this role. During the interview, focus on how you convey information clearly and listen actively. You might want to practice summarising complex information succinctly, as this will demonstrate your ability to handle customer queries efficiently.
✨Demonstrate Resilience
Given the nature of the role, resilience is essential. Be prepared to discuss challenges you've faced in previous roles and how you overcame them. This will show that you can handle tough conversations and remain positive, which is vital for supporting customers effectively.
