Job description:

Operational Opening hours: 40 Hours a week between 8am – 11pm – Monday to Sunday

Potential Start Date: April 2026

Rate of Pay: £13.35 per hour, working 40 hours per week- £27,768

Job Purpose:

This is a brilliant opportunity to work on behalf of the UK’s most well-known Banks

Operational Opening hours: 40 Hours a week between 8am – 11pm – Monday to Sunday

Potential Start Date:

April 2026

Rate of Pay: £13.35 per hour

Working within our friendly and supportive contact centre environment, you’ll speak to a wide variety of customers who’ll need support with fraudulent activity involving their bank accounts. This will involve active listening, understanding and assessing individual customer situations and circumstances, conducting fraud investigation, dealing with vulnerable customers and making informed decisions to identify fraud, educate customers and prevent financial loss to the customer and the Bank.

What you'll do:

· Efficiently handle calls from Lloyds Banking Group customers, understanding & supporting their situation

· Through effective questioning and investigation, evaluate whether transactions are genuine, or fraudulent, keeping the customer engaged throughout the call and keeping all customer records updated.

· Competently use a range of systems and processes to conduct fraud investigation, to support decision making and identify any fraud ‘red flags’ - to ensure all potential harms and detriment have been thoroughly explored and recorded, prior to making an outcome decision.

· Work closely with your peers and wider teams to learn and share best practice to remain alert to new scams and fraud exposure.

· Professionally and confidently deliver ‘good customer outcomes’ to support customers with the best level of customer service and achieve market leading Customer Satisfaction scores.

· Understand the regulatory compliance processes and guidelines to keep customers and confidential information safe.

Personal Qualities:

· Outstanding communication skills – verbal, written, listening and understanding information.

· Strong technical skills – ability to navigate a range of systems and applications concurrently.

· Self-confident with the ability to effectively question customers whilst conducting investigations ‘in the moment’ and deliver outcome decisions.

· Naturally inquisitive, whilst empathetic, with a desire to understand situations and customer situations to ‘get to the root of the issue’.

· A willingness and desire to deliver exceptional customer service to a diverse range of customers

· Reliable, flexible, and self-motivated

· Building rapport with your customers and team

· Previous experience in a banking or call centre environment desirable but not essential

Job Types: Full-time, Permanent

Benefits:

• Bereavement leave
• Casual dress
• Company events
• Company pension
• Employee discount
• Employee mentoring programme
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• Life insurance
• Referral programme

Work Location: In person