CUSTOMER SERVICE TEAM LEADER (FRAUD)
We currently have an exciting opportunity for Customer Service Team Leader within our fast-paced Banking campaign working from our Glasgow City Centre Office.
As a Customer Service Team Leader, you will act as the glue that holds the team together, providing guidance, support and motivation to the team to reach effective customer satisfaction.
Start Date: ASAP
Location: Glasgow City Centre Office (Hybrid)
Job Type: Full-time, Permanent
Salary: £31,000 basic salary, with the opportunity to earn up to £37,200 OTE through a performance-based bonus scheme of up to 20%
Hours: 37.5 hours per week
Monday - Sunday on a rotation between 7am - 11pm.
- Late shifts until 11:00pm are required on approximately 1 in every 9 shifts.
- Weekend working is required on approximately 1 in every 4 weekends.
Role Requirements
- Ideally you will have a minimum of 12-18 month’s experience managing a Financial Services/Banking team within a contact centre or fraud operations environment.
- A proven track record in delivering against objectives related to quality, risk controls, and regulatory requirements is essential.
- Strong ability to manage workflow, prioritise investigations, and ensure the team meets fraud handling SLAs and case resolution deadlines.
- Skilled in analysing trends, team performance data, and risk indicators to drive process improvements and reduce losses.
- Proven ability to build effective working relationships with internal stakeholders to support a seamless end‑to‑end fraud management process.
- Comfortable working in a high‑pressure, fast‑paced environment with the ability to adapt quickly to evolving fraud patterns, regulatory changes, and operational priorities.
- Strong communication skills, with the ability to inspire, influence, and engage a team ensuring consistent delivery of high‑quality investigative outcomes.
- Commitment to maintaining a culture of compliance, accuracy, risk awareness, and customer protection across the team.
Key Responsibilities:
- Creating a sense of urgency within the team by building an energetic and engaging culture.
- Understand and buy into the overall aims and objectives of the company and provide clear communications to your team.
- Ability to interpret data, spot trends and put in place action plans to remedy short falls.
- Developing team members in line with their personal development plans and performance reviews - utilising call recording sessions, internal training and one to one sessions.
- Ensuring full adherence to regulatory requirements.
- Learning, retaining knowledge and coaching staff on detailed knowledge.
- Presenting new processes to staff ensuring all advisors are fully trained.
Your Benefits & Perks
- 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…
- 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
- Payday pizza! Enjoy some pizza on us every Wednesday before each payday when working 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
Why Join Huntswood?
At Huntswood, our people are at the heart of everything we do. As a trusted Business Process Outsourcer (BPO), we partner with leading brands to deliver exceptional customer experiences — and we invest heavily in developing our teams to do just that.
Whether you join us on a fixed‑term contract or as a permanent employee, you’ll gain variety, career progression, and the support you need to reach your goals.
Huntswood is now part of ResultsCX, a global leader in Customer Experience Management, giving you even more opportunities to grow in a fast‑moving, forward‑thinking organisation.
Committed to Inclusivity
Huntswood, a ResultsCX company, is an equal opportunity employer. We welcome applications from all backgrounds and are proud to be a Disability Confident employer. We guarantee an interview for all disabled applicants who meet the minimum criteria.
For your safety, please note: Huntswood will only request contact details via email when first reaching out - we will never ask for additional personal information at that stage.
Job Types: Full-time, Permanent
Pay: Up to £37,200.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Health & wellbeing programme
- Life insurance
- Referral programme
- Store discount
Ability to commute/relocate:
- Glasgow G1 2RX: reliably commute or plan to relocate before starting work (required)
Experience:
- Fraud prevention and detection: 1 year (preferred)
- Team management: 2 years (required)
- Banking: 2 years (required)
- Contact Centre: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Glasgow G1 2RX
