Fraud Detection Agent

Our Fraud Detection Team goes 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 and confident in asking 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 tough conversations - but your resilience and ability to empathise will be an encouragement to those who need it most.

You will work full-time, 35 hours per week, with shift rotations between the hours of 8 am and 7:30 pm, Monday to Friday, with 1-in-4 Saturdays working 9 am - 5 pm. You will spend at least two days per week, or if part time, 40 % of your working time, based at either our Leeds, Newcastle or Glasgow locations.

You will offer guidance, support, and reassurance to customers, including those experiencing or approaching financial difficulty and those who may be vulnerable to fraud or scams. By demonstrating strong curiosity and a genuine desire to understand each customer's situation, you will identify the best possible solution for both the customer and the business. The role involves liaising with third parties to ensure customers are fully supported and receive a service aligned with best practice and regulatory requirements. Using effective questioning, active listening, and confident communication, you will accurately summarise key information while working within defined policies and procedures. You will also be comfortable constructively challenging established processes, where necessary, to achieve the right outcome. Emotional resilience, honesty, and openness are essential, as there will be challenging days and being a supportive team player who contributes positively to colleagues throughout the day is a vital part of the role.

• Previous experience in a customer service role within a call centre or 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 multitask - listening to customers while investigating/reviewing information

• Job Identification 2854
• Apply Before 05/20/2026, 10:55 PM
• Locations 94 Briggate, Leeds, LS1 6NP, GB 177 Bothwell Street, Glasgow, G2 7ER, GB 132-134 Northumberland Street, Newcastle, NE1 7DG, GB