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

Benefits offered by this job

Refer & Earn

Holiday Entitlement: 28–30 days

Pension Scheme

Employee Discounts

Career Progression

Mental Health Support

EAP

Job summary

Teleperformance Ltd in Glasgow is seeking a dedicated contact centre agent to support Nationwide. You will handle inbound calls, assess risk, and help protect customers from economic crime while delivering excellent service.

The role requires strong communication, accuracy, and the ability to work in a fast-paced environment. Full-time, 40 hours weekly, shift pattern 8am–8pm, not home-based, with comprehensive background checks and progression opportunities.

Qualifications

• 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.

Responsibilities

• Undertake thorough investigations across Nationwide Group to protect the Society against Economic Crime.
• Execute investigations on Nationwide’s customer base and third party administrators to identify risks.
• Support customers and internal teams via inbound/outbound calls regarding prevention, detection and investigation of Economic Crime.
• Investigate Economic Crime cases over the phone and provide documentation to support investigations and decisions.
• Make independent risk-based decisions.
• Articulate updates and outcomes to stakeholders and customers using verbal and written communication.
• Work within agreed timescales within Financial Approval Mandate.
• Adhere to processes to protect customers and ensure regulatory compliance.
• Build relationships with stakeholders across the Society including Protect Operational teams.
• Take accountability for investigating Economic Crime and manage/report types where appropriate.
• Support training and coaching of colleagues in Protect.
• Contribute to team mailboxes management and case escalation.

Skills

Excellent communication

Attention to detail

Fast-paced environment

Analytical skills

Time management

Job description

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

: £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)

:

Right to Work in the UK

Criminal Record Check

Enhanced Credit Check which will include looking for active defaults, CCJs, IVAs, bankruptcy

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 escape 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

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