Job Description

Join the Firstsource community
Due to our continued and exciting growth we have a number of new exciting opportunities!
We are currently recruiting:
Fraud Customer Service Advisors in Middlesbrough 1 Centre Square, Albert Road, Middlesbrough, TS1 2QJ
For Full-Time positions - 38.33 hours per week, various hours available) with a base salary of: 12.33 per hour
Working hours Monday to Sunday between 8am to Midnight
The difference you'll make.
As a Fraud Customer Service Advisor, you will be the first point of telephone contact for our customers, this will involve a lot more than just answering questions.
We're passionate about helping people and businesses prosper and we strive to be simple, personal and fair in everything we do. That's why we've built a culture of respect, where everyone is empowered to keep their promises and go above-and-beyond for our customers, colleagues and the communities we serve.

• Championing customer service & reporting Fraud.
• Ensuring we do the right thing for our customers and tenacious in putting things right when things do go wrong, dealing with fraud, scam and payment queries, helping customers and providing a service that is second to none.
• Building natural rapport and ability to engage in a way that makes our customers feel valued.
• Resolving payment queries, following a common-sense approach, profiling in relation to fraud
• Sharing best practice with our colleagues.

What you'll bring:

• Exceptional listening and communication skills with the ability to show empathy in a customer situation
• Experience of working within a customer services role, previous telephony experience not essential
• A calm and friendly presence to our customers

It would also be nice for you to have:

• First class product knowledge and understanding of internal processes and procedures, good computing, and numeracy skills
• Strong teamwork with a high level of motivation

Working Hours:
This is a full-time role working 5 days a week, 40 hours across various shift patterns
We would require you to commit to full time training across Monday to Friday 08:00 to 17:00 for 4-week period 2 weeks classroom & 2 weeks on the floor.
How we'll reward you.
In addition to your salary, we offer a wide range of benefits that you can choose from and tailor to your needs.

• 750 Refer a Friend scheme
• Company pension
• 21 days' holiday - increasing 1 day per year of service up to 25 (plus 8 days' bank holiday allowance)
• Health Shield Healthcare plan. This includes cashback on lots of day-to-day medical expenses such as prescriptions, dental care, eye care, and physiotherapy; alongside specialist consultations, hospital benefits, and an Employee Assistance Programme too.
• Overtime and bonus incentives
• A perks and discounts scheme Learning and development opportunities to help you progress in your career
• Casual dress We are committed to making sure all our colleagues feel they belong and are supported to succeed.

Firstsource is an equal opportunities employer, which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
*** Please note that, as you will be working in a highly regulated industry, we have a thorough referencing process, which includes credit, criminal record and right to work checks. Having an adverse history will not necessarily rule you out but will be checked on an individual basis. ***

Skills Required