Customer Expert - NBS Fraud

TP; Glasgow; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

28 days holiday

Refer & Earn Scheme

Pension Scheme

Employee discounts

Mental Health support

Career development opportunities

Job summary

Teleperformance in Glasgow is seeking a Customer Expert to handle inbound calls for Nationwide. You will provide high-quality customer service, gather information, and resolve queries on a standards-driven basis.

The role requires at least 6 months in a contact centre, 40 hours per week, and a shift pattern 8:00–20:00 across the week. On-site at Glasgow Cuprum Building with comprehensive background checks.

Qualifications

• Minimum 6 months contact centre/telephony experience.
• Ability to work shifts 8:00–20:00, seven days per week.
• Right to Work in the UK and clear background checks.

Responsibilities

• Handle inbound calls for Nationwide with a high standard of service.
• Identify customer needs and provide accurate information and solutions.
• Document interactions clearly and follow processes to protect customers.
• Escalate when required and maintain professional communication.

Skills

Customer service

Communication skills

Attention to detail

Time management

Teamwork

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.

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

• 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 escalate 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

Disclaimer

Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or tp.com/talent.icims email addresses. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.