Customer Expert - NBS Fraud

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

Benefits offered by this job

28 days holiday (incl. bank holidays)

Holidays increase to 30 days after 1st

Refer & Earn Scheme

Mental Health EAP

Pension scheme

Staff discounts

Online recruitment process

Job summary

Teleperformance in Glasgow is hiring a Customer Expert to handle inbound calls for Nationwide. This full-time permanent role requires a minimum of 6 months contact centre/telephony experience and is based at the Glasgow Cuprum Building.

You will work 40 hours per week across shifts 8:00 to 20:00, Monday to Sunday. Start date 26 October 2026, with a salary of £26,436.80 per year, and comprehensive background checks as part of the selection process.

Qualifications

• Excellent communication with diverse people.
• High accuracy and attention to detail.
• Experience in fast-paced customer facing roles.
• Strong analytical, investigation and numerical skills.
• Ability to work independently or in a team.
• Good time management and task prioritisation.
• Proficient with IT systems.
• Sound decision-making in reactive environments.

Responsibilities

• Investigate Nationwide customer base cases by phone, documenting risks clearly.
• Support customers and internal teams via inbound/outbound calls on prevention and detection.
• Make risk-based decisions and articulate updates to stakeholders.
• Work within Financial Approval Mandates and follow procedures to protect against Economic Crime.
• Build relationships across the Society and mentor colleagues when needed.
• Escalate cases per defined procedures and manage team mailboxes.

Skills

Communication skills

Attention to detail

Analytical skills

Numerical skills

Time management

Independent working

Job description

Overview

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 minim@m 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**

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