Customer Service Representative

Firstsource Solutions Ltd; Tees Valley; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading customer service provider is seeking a Fraud Advisor in the Tees Valley area. The role involves investigating suspected payment fraud, communicating with customers with empathy, and making fair decisions based on evidence. Ideal candidates should have experience in customer service and be detail-driven. This permanent, full-time position offers a salary of £12.33 per hour, with benefits such as 29 days’ annual leave and development opportunities.

Benefits

£750 for every successful referral

Access to Simply Health cashback plan

Training and development opportunities

29 days annual leave

Qualifications

• Experience in customer service or finance is ideal but not essential.
• Ability to gather information with empathy.
• Confident communicator who can stay calm under pressure.

Responsibilities

• Investigate suspected payment fraud and build clear timelines.
• Gather information from customers with empathy.
• Make evidence-based decisions in line with regulations.
• Work with banks to track and report fraud.
• Stay informed on latest fraud trends.

Skills

Customer service experience

Attention to detail

Effective communication

Calm under pressure

Empathy

Job description

Join Firstsource as a Fraud Advisor

Select how often (in days) to receive an alert:

JANUARY START DATE
Location:Centre Square, Middlesbrough, TS1 2QJ
Salary:£12.33 per hour (£25,646.40) , + benefits
Hours:40 per week – our operational hours are between 7am and 11pm, Monday to Sunday

Currently all our shifts fall between 9am and 8pm

Contract:Permanent, Full-Time

At Firstsource, we’re all about people – especially when it comes to protecting them from fraud.

We work with one of the UK’s leading banks to help customers feel safe, supported, and fairly treated when fraud happens. As a Fraud Advisor, you’ll be the person who listens, investigates, and finds the facts — so customers feel confident they’re in safe hands.

If you’re curious, calm under pressure, and want a role where your decisions make a real impact — we want to hear from you.

What you’ll be doing day-to-day:

• Investigating suspected payment fraud and building clear timelines of what’s happened
• Speaking with customers to gather information — with empathy, not interrogation
• Making fair, evidence-based decisions in line with regulations and policy
• Working with other banks and financial institutions to track and report fraud
• Staying sharp on the latest fraud trends and constantly building your expertise

You should apply if:

• You’re passionate about doing the right thing and supporting others
• You’ve worked in customer service, finance, or fraud (ideal, but not essential)
• You’re a confident communicator who can stay calm under pressure
• You’re detail-driven and good at piecing things together
• You want a role where you’ll keep learning and growing

What you’ll get:

• A permanent role paying £12.33 per hour (paid fortnightly)
• 40 hours per week on a rotating shift pattern
• 29 days’ annual leave (increasing with service)
• £750 for every successful referral you make
• Access to our Simply Health cashback plan
• Incentives and recognition for top performance
• Support to grow your career with training and development

Shift info & flexibility:

• 40 hours per week
• Shifts between 7am and 11pm, Monday to Sunday
• We’ll always give you plenty of notice for your schedule

Why join Firstsource?

We’re proud to be an inclusive and equal opportunity employer. We welcome people from all backgrounds and experiences and are committed to creating a workplace where everyone can thrive. As a Disability Confident employer and part of the Bloomberg Gender Equality Index, we take diversity seriously — because we know it makes us stronger.

A quick note on checks:

Because of the nature of the role, we carry out referencing checks — including credit, criminal record, and right-to-work. An adverse history won’t automatically exclude you — we look at every case fairly and individually.

Ready to apply?

If you’re looking for a role with purpose — and a team that’s got your back — hit apply.

Need any adjustments during the hiring process? Just let us know — we’re here to support you.