Customer Service Advisor - Fraud Department

CCA Recruitment Group; City of Edinburgh; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A recruitment agency is seeking a Customer Service Advisor for the Fraud Department in Edinburgh. The role involves providing support to customers worried about fraudulent activity, using empathy and problem-solving skills. Ideal candidates should have experience in customer service and strong communication abilities. The position is a 12-month contract offering competitive pay and potential for extension or permanence, with hybrid work options after training.

Benefits

Competitive pay

Potential for contract extension

First-class training

Qualifications

• Previous customer service experience preferred.
• Ability to remain calm in high-pressure situations.
• Strong written and verbal communication skills.

Responsibilities

• First point of contact for customers worried about fraud.
• Provide reassurance while investigating issues.
• Use fraud detection tools to protect customers.

Skills

Customer service experience

Strong communication skills

Attention to detail

Ability to manage multiple systems

Calmness under pressure

Job description

Overview

Customer Service Advisor - Fraud Department

Have you ever felt that sinking moment when something doesn’t look right on your bank account? The fear, the worry, the "what if"? Now imagine being the person on the other end of the phone who can turn that moment around — offering empathy, reassurance, and practical help that makes someone feel safe again.

As a Customer Service Advisor - Fraud Department, you’ll be a key part of protecting people from financial crime. Every day, you’ll use your listening skills, your ability to build rapport, and your determination to find solutions to support customers during one of the most stressful experiences they may ever face.

This isn’t just a job. It’s the chance to genuinely make a difference in someone’s life.

What’s on offer

• Pay: £13.75 per hour (plus enhanced rates up to £16.81 per hour for certain shifts)
• Contract: 12-month temporary assignment, with real potential to extend or become permanent
• Hours: 35 hours per week, scheduled between 8am - 10pm, Monday to Sunday (including some bank holidays)
• Start date: 13th October 2025
• Location: Edinburgh (with the option of hybrid working after initial training – typically 6 days per month in office)
• Training: First-class training and ongoing support to set you up for success

Your responsibilities

• Be the first point of contact for customers who are worried about fraudulent activity on their accounts
• Listen with empathy, ask the right questions, and provide reassurance while investigating the issue
• Use fraud detection tools and strategies to protect customers from further harm
• Accurately investigate, record, and escalate issues when needed
• Collaborate with your team to share insights and improve customer service processes

What we’re looking for

• Previous customer service experience (contact centre or phone-based preferred)
• Ability to remain calm and reassuring in high-pressure situations
• Strong communication skills – both written and verbal
• Excellent attention to detail and the ability to manage multiple systems while speaking with customers
• Team player mindset with resilience to work in a fast-paced environment

If you’re empathetic, resilient, and want a role where every call is a chance to protect and support someone, then this Customer Service Advisor - Fraud Department position could be the perfect fit.

Disclaimer

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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