Job Description

JOIN A TRUSTED OUTSOURCER TEAM WITH THE INSIGHT, EXPERTISE AND PACE TO CREATE BETTER OUTCOMES FOR OUR CLIENTS, THEIR CUSTOMERS AND THE COMMUNITIES THEY SERVE.

Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry.

Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company.

Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset!

CUSTOMER SERVICE REPRESENTATIVE (FRAUD)

We are seeking dedicated and empathetic Customer Service Representatives to join our existing team and support customers via inbound calls with the desire to assist as a first point of contact. As a Customer Service Representative, you will be responsible for raising and investigating potentially fraudulent activity or scams cases in a timely and professional manner on behalf of our Banking client's customers, ensuring a high level of customer service.

Start Date:

Thursday 24th July 2025

Starting Salary: Up to 25,057.50 per annum

Hourly Rate:

12.60 + 0.25 on-site attendance incentive

Evening Shifts (after 8pm):

Uplift 0.75 per hour

Performance Bonus:

Up to 1.10 per hour

Loyalty Bonus:

Earn up to 1,400 annually for consistent attendance

Working hours:

37.5 hours per week, 5 days per week.

Monday to Sunday on a shift rotation between 8am and 9.30pm

Where:

12 weeks office based in Glasgow City Centre, then when you have been signed off from training you have option to work from home!

Attendance:

No holiday will be permitted during the training period.

Job Responsibilities:

Investigation: Responsible for investigating, identifying, and resolving customer queries. Customer Advocacy: Act as ambassadors for our client, ensuring that customer concerns are addressed promptly and professionally. If we've made a mistake, take ownership of this. Resolution Management: Work diligently to resolve concerns, aiming for fair and equitable outcomes for both customers and the company. Communication: Maintain clear and effective communication with customers and stakeholders throughout the resolution process. Collaboration: Liaise with internal teams, including client support areas, to ensure the best experience for our clients. Adaptability: Ability to adapt to changing situations and learn from each complaint to improve processes.

Role Requirements:

Proven experience in a Customer Service role preferably in a contact centre environment, financial services experience would also be desirable. Excellent communication and interpersonal skills. Strong negotiation and closing skills. Ability to work independently and as part of a team. Goal-oriented with a drive to succeed in a competitive environment. Familiarity with using computer systems. Persistent and resilient attitude towards challenges. Adaptability to quickly learn about new products and industries. Ability to work under pressure and meet deadlines

Benefits:

Comprehensive Training with experienced Trainers Life assurance - providing coverage at 1x your basic salary in the event of unforeseen circumstances Health Cash Plan - helping you claim back the cost of everyday healthcare 'Perks at work' staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more... Loyalty Bonus - Opportunity to earn up to 1,400 per year for your commitment to Huntswood! Colleague Recognition Scheme - Become a Huntswood Hero! Regular colleague engagement activities where you could earn additional incentive Access to an online Well-being centre that has a variety of tools to nurture your overall health Free Fruit, Tea, Coffee & Hot Chocolate on site Discounted Premium City Centre Parking Refer a friend scheme (earn 1000 for each person you refer) Mentorship program to grow and develop within the company
In February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is aleading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.

To help you stay safe in your job search Huntswood will

only ask for contact details via email when first contacting you and

not any other personal details.

Equal Opportunities Statement

Huntswood, A Results-CX company, is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

Disability Confident Commitment

As users of the Disability Confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies.

Job Types: Full-time, Permanent

Pay: From 25,057.50 per year

Additional pay:

Loyalty bonus Performance bonus
Benefits:

Casual dress Company events Employee mentoring programme Health & wellbeing programme Referral programme Work from home
Schedule:

Every weekend Monday to Friday
Ability to commute/relocate:

Glasgow G1 2RX: reliably commute or plan to relocate before starting work (required)
Experience:

Customer Service: 2 years (required) Contact Centre: 1 year (preferred) Financial Services: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: FT
Expected start date: 24/07/2025