Fraud Team Leader
hace 2 días
Glasgow
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. 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: Monday 11th May 2026 Location: Glasgow City Centre Office Job Type: Full-time, Permanent Hours: 37.5 hours per week Monday - Sunday on a rotation between 8am - 8pm. 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 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.