Customer Service Advisor - Fraud Department

Description

Customer Service Advisor - Fraud Department

Have you ever felt that sinking moment when something doesn't look right on your bank account? The fear, the worry, the "what if"? Now imagine being the person on the other end of the phone who can turn that moment around - offering empathy, reassurance, and practical help that makes someone feel safe again.

As a Customer Service Advisor - Fraud Department, you'll be a key part of protecting people from financial crime. Every day, you'll use your listening skills, your ability to build rapport, and your determination to find solutions to support customers during one of the most stressful experiences they may ever face.

This isn't just a job. It's the chance to genuinely make a difference in someone's life.

What's on offer

Pay: £13.75 per hour (plus enhanced rates up to £16.81 per hour for certain shifts)

Contract: 12-month temporary assignment, with real potential to extend or become permanent

Hours: 35 hours per week, scheduled between 8am - 10pm, Monday to Sunday (including some bank holidays)

Start date: 13th October 2025

Location: Edinburgh (with the option of hybrid working after initial training - typically 6 days per month in office)

Training: First-class training and ongoing support to set you up for success

Your responsibilities

Be the first point of contact for customers who are worried about fraudulent activity on their accounts

Listen with empathy, ask the right questions, and provide reassurance while investigating the issue

Use fraud detection tools and strategies to protect customers from further harm

Accurately investigate, record, and escalate issues when needed

Collaborate with your team to share insights and improve customer service processes

What we're looking for

Previous customer service experience (contact centre or phone-based preferred)

Ability to remain calm and reassuring in high-pressure situations

Strong communication skills - both written and verbal

Excellent attention to detail and the ability to manage multiple systems while speaking with customers

Team player mindset with resilience to work in a fast-paced environment

If you're empathetic, resilient, and want a role where every call is a chance to protect and support someone, then this Customer Service Advisor - Fraud Department position could be the perfect fit.

Disclaimer

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

This electronic message may contain proprietary and confidential information. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient or authorised to receive this e-mail for the intended recipient, you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify me by replying to this e-mail

Ad ID: 5416966339