Fraud Customer Service Team Leader - Remote

Wed 15 May 2024

£34,000 per annum FTC + Benefits

We are looking for a proactive and motivating leader to manage a team of Fraud customer service agents on a remote basis for a UK bank. 

As a team leader you will be responsible for ensuring the successful day to day running of the customer service team and have confidence leading a team to success on a remote basis.

Location: Remote 

The rate on offer is £34,000 per annum on a fixed term contract.

Benefits: 25 days holiday + SSP + Pension

Hours: Monday to Sunday

Working 4 days on and 4 days off on a rolling basis between the hours of 8am-9pm

Example Shift Patterns Below:

Week 1 – 8am – 7pm - Monday to Thursday

Week 2 - 10am - 9pm - Tuesday to Friday

Week 3 - 8am - 7pm - Wednesday to Saturday

Week 4 - 10am - 9pm - Thursday to Sunday

As a Team Leader, you will:

  • Day to day operational management of the Fraud contact centre team
  • Accountable for maintaining a robust staff roster system to always ensure adequate staff coverage of the team including annual leave and sickness absence
  • Working with the other members of the senior account services team to co-ordinate activities and attend information governance group meetings as necessary 
  • Review and take ownership for work allocation
  • Motivating the team and providing day to day support and guidance
  • Customer escalation handling if required to support the team
  • Support and be the main conduit from the case handling team into the clients SMEs
  • Spotting potential complex queries / complaints and escalating where required

The ideal applicant will have following skills and experience:

  • A solid experience managing a call centre team 
  • Excellent communicator who can lead a team to success as a whole 
  • Strong managerial background within the Financial Services
  • Excellent interpersonal and stakeholder management skills
  • Proactive and supportive to get the best out of the team 

If you are successful and offered an opportunity, we will need to carry out pre-engagement screening, this will usually include a DBS Check, Credit Check, and references from previous employers.

Email your CV to joel.priest@hazellcarr.com to apply for this role with the subject matter: (Fraud Customer Service Team Leeder + Remote)