Description
Reporting into the Head of Customer Assist, our client are looking to appoint a Customer Service Assist Leader for a 12 month maternity cover. The role is an Operational call centre management role with a specialist focus on fraud. The position focuses on driving change and making this fraud service better for the customer, with a focus on responsiveness.
The individual will lead an Operational team of circa 150 colleagues across two sites; Glasgow and Edinburgh. The Customer Service teams focus on all non- plastic fraud types for the organisation, interacting with the customers themselves and the fraudsters directly. There are 5 direct reports. The department covers all banking types and the fraud or fraud attempts associated with these, including 1st party fraud, family fraud and application fraud. There is a real emphasis on tackling fraud on the front foot; identifying new fraud threats ASAP and acting accordingly.
The ideal candidate will have experience leading large call centre teams, ideally over more than one site. They will have experience dealing with fraud threats, ideally but not essentially within the banking environment. As the organisation's priority is the customer and the service they receive, we are looking for someone with a genuine desire to improve the customer experience and to minimise fraud risk, dealing with fraud attempts efficiently with the customers' wellbeing as a primary focus.
Please direct enquiries to Alice Rooke at (see below)