Customer Service Representative

Firstsource Healthcare; East Midlands; On-site; GBP 18,000 - 19,000; Full time

Benefits offered by this job

Company pension scheme

Health & wellbeing support programme

Life insurance

Employee discounts

Free onsite parking

Hybrid/work-from-home opportunities

Job summary

Firstsource Solutions Limited is hiring a Customer Service Representative to support customers by phone, focusing on potential fraud in banking and providing guidance with empathy. The role is onsite in Derby, with a 37.5-hour work week and varied shifts from 7am to 11pm, Monday through Sunday.

Experience in financial services or contact centres, strong communication skills, and the ability to navigate multiple systems are essential for delivering compliant, high-quality customer service.

Qualifications

• Recent experience in Financial Services or Contact Centre environment.
• Strong communication and listening skills.
• Able to navigate multiple systems and ask effective questions.

Responsibilities

• Support customers over the phone with potential fraud concerns.
• Investigate suspicious transactions and identify fraud risks.
• Ask effective questions to understand each customer’s situation.
• Provide reassurance and guidance to vulnerable customers.
• Work with colleagues to stay ahead of fraud trends.
• Deliver excellent customer experiences while complying with regulations.

Skills

Customer service

Fraud awareness

Phone support

Communication

Problem solving

Empathy

Tools

CRM systems

Job description

Customer Service Representative

Location: Derby, GB

Pay: £13.02 per hour - 37.5 hours per week

Job description:

About Firstsource

Firstsource Solutions Limited is a leading global provider of business process management (BPM) services, helping organizations transform customer experiences through digital innovation, automation, analytics, and operational excellence. With a presence across multiple countries, Firstsource serves clients across healthcare, banking and financial services, communications, media, and technology.

Learn more about us at https://www.firstsource.com .

Job Location: Derby ( Onsite)

Shift Pattern between Monday to Sunday 7am to 11pm

Join a Team That Protects Customers Every Day

Are you passionate about helping people and solving problems? Looking for a rewarding career with real purpose and progression opportunities?

We’re looking for motivated and customer-focused individuals to join our friendly and supportive Contact Centre team, working on behalf of one of the UK’s most recognised banking groups.

In this role, you’ll support customers who may be experiencing fraudulent activity on their accounts, helping to protect them from financial harm while delivering outstanding customer service.

What You’ll Be Doing

• Supporting customers over the phone with potential fraud concerns
• Investigating suspicious transactions and identifying fraud risks
• Asking effective questions to understand each customer’s situation
• Providing reassurance and guidance to vulnerable customers
• Using multiple systems to review information and make informed decisions
• Working collaboratively with colleagues to stay ahead of emerging scams and fraud trends
• Delivering excellent customer experiences while maintaining regulatory compliance

What We’re Looking For

• Recent experience within either Financial Services or a Contact Centre environment
• A strong and stable employment history
• A good credit history, as this role is subject to financial background checks and vetting
• Excellent communicators with strong listening skills
• Confident using technology and navigating multiple systems
• Naturally curious with strong problem-solving abilities
• Empathetic, patient and customer-focused
• Reliable, adaptable and motivated to learnTeam players who enjoy supporting others

Why Join Us?

We believe in recognising and supporting our people.

Benefits include:

• Company pension scheme
• Enhanced maternity and paternity pay
• Health & wellbeing support programme
• Life insurance
• Employee discounts
• Referral bonus scheme
• Casual dress environment
• Employee mentoring and development opportunities
• Company events
• Bereavement leave
• Free Onsite Parking
• Hybrid/Work from home opportunities following successful completion of training and assessment

Build a Career With Purpose

This is more than just a contact centre role — it’s an opportunity to make a genuine difference to customers during difficult situations while developing valuable skills in fraud prevention, customer service and financial services.

Benefits:

• Casual dress
• Company pension
• Employee discount
• Life insurance
• Referral programme
• Work from home

Work Location: In person