Customer Expert - NBS Fraud

Teleperformance; Bellshill; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Online recruitment process

Refer & Earn Scheme

28 days’ holiday

Job summary

Teleperformance in Glasgow is hiring a Customer Expert to handle inbound calls for Nationwide, focusing on preventing and investigating Economic Crime. The role requires at least 6 months of contact centre experience and offers a full-time, 40-hour per week contract with a start date of 26 October 2026.

Based at the Glasgow Cuprum Building, this position operates 8:00 to 20:00 across seven days. A thorough background check process applies and time-off within the first 8 weeks is restricted.

Qualifications

• Excellent communication skills with a diverse range of people
• High level of accuracy and attention to detail
• Experience in a fast-paced, resilient customer-facing environment
• Strong analytical, investigation and numerical skills
• Ability to work independently as well as in a team
• Time management and task prioritisation
• Competence with different IT systems
• Excellent decision-making under pressure

Responsibilities

• Take inbound calls on behalf of Nationwide to investigate economic crime and protect the society
• Support customers and internal teams via inbound/outbound calls regarding prevention and investigation
• Make risk-based decisions and communicate updates clearly to stakeholders
• Work within defined timescales and adhere to processes to ensure regulatory compliance
• Build relationships with stakeholders across the Society and Protect teams
• Assist training and guidance for colleagues with specialist knowledge
• Manage team mailboxes and elevate cases per procedures

Skills

Excellent communication

Attention to detail

Fast-paced environment

Analytical and numerical skills

Independent working

Time management

IT systems proficiency

Decision making

Job description

Customer Expert

At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence.

You will be taking inbound calls on behalf of our prestigious banking client Nationwide.

A mimimum of 6 months contact centre/telephony experience is a requirement for this role.

Start Date : 26 October 2026

• Salary: £26,436.80 per annum
• Location: Glasgow Cuprum Building, Argyle Street, Glasgow - THIS IS NOT A WORK FROM HOME ROLE
• Shifts: Monday to Sunday 8.00 am - 8.00 pm. Please note you must be able to work any shifts between these times.
• Contract: Full Time Permanent (40 hours per week)
• Background Checking:
  • Right to Work in the UK
  • Criminal Record Check
  • Enhanced Credit Check which will include looking for active defaults, CCJs, IVAs, bankruptcy
  • CIFAS Fraud Check
  • Global Sanctions Check
  • Media Check
  • 3 year employment history check

Please note we do not allow any time off/holiday requests within the first 8 weeks of your employment

Please be advised of the following stage in our selection process:

We aim to email shortlisted candidates an online assessment link within one working day of application. Please ensure this is completed within 72 hours of receiving the link.

What you’ll be doing

To undertake thorough investigations across Nationwide Group to protect the Society against all types of Economic Crime, including external and customer related Economic Crime

• Responsible for executing thorough investigations on Nationwide’s customer base and third party administrators to identify any suspected risks they pose to the Society
• To support customers and all internal departments through both inbound and outbound telephony regarding prevention, detection and investigation of Economic Crime.
• To investigate Economic Crime cases over the phone and provide coherent, risk-orientated documentation to support the investigation and make the correct decision
• Make independent risk-based decisions.
• To be able to appropriately articulate updates and outcomes of investigations to internal/external stakeholders and/or customers using both verbal and written communication skills
• To work in agreed timescales within my Financial Approval Mandate
• Adhere to set processes and procedures to ensure the customers and Society are protected from Economic Crime and that the department is compliant with it’s legal and regulatory obligations
• Build relationships with stakeholders across the Society including other Protect Operational teams
• To take accountability and responsibility for different Economic Crime investigations, assess risks and managing/reporting Economic Crime types where appropriate
• To support with training, coaching and guiding colleagues within Protect by providing specialist knowledge and experience
• Contribute to the management of team’s mailboxes
• To elevate cases appropriately as per defined procedures

Qualification & Experience

• Excellent communication skills – able to communicate with a diverse range of people
• A high level of accuracy with attention to detail
• Experience working in a fast-paced, resilient customer facing environment
• Strong analytical, investigation and numerical skills
• The ability to work independently as well as part of a team
• Be able to demonstrate the ability to manage your time effectively and prioritise tasks
• To be competent in using different IT systems
• Excellent decision-making skills and the ability to work in a reactive environment

Our Benefits

• On-line recruitment process
• Refer & Earn Scheme
• 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
• Length of Service and monthly recognition awards
• Opportunities for career development and progression
• Employee welfare support with free access to our Mental Health Employee Assistance programme
• Pension Scheme
• Wide range of employee discounts