Customer service advisor - fraud - united kingdom, wigston, leicestershire

come and join our next accounts investigation team! due to our continued and exciting growth we have a number of new opportunities!

salary: base pay £10.36 per hour (£19, 394 per annum pro rata for part time roles) plus an additional £1 per hour for working weekends + performance bonus of up to 6% per year paid quarterly. after successful completion of your probation period this will increase to £10.79 per hour. this increases to £11.88 per hour once you have met a certain skill set within the role.

location: onsite based in our contact centre in enderby leicester le19 4at

shifts:

shift 1:tuesday 3pm - 10.45pm, wednesday to saturday 3pm - 11pm.shift 2:friday & saturday 8am - 6pm, monday 2pm - 11pm & tuesday 2.15pm - 11pm.shift 3: sunday - wednesday 3pm - 11pm, thursday 3.15pm - 11pm.shift 4:monday & tuesday 2pm - 11pm, friday & saturday 1pm - 11pm.please note all shifts are limited and on a first come first serve basis.

working in our accounts investigation (fraud) team you will identify fraud and resolve queries relating to claims to prevent financial loss. you'll take on a key role in dealing with customers by phone, email, text message and in writing. you'll be up for a challenge and enjoy sorting out customers' problems so they're able to continue to shop with us. you will also be able to build a rapport whilst remaining assertive and resilient and empathetic.

this is a unique and exciting customer service role as there are no sales targets; you'll purely be measured on the service you deliver so you can focus entirely on giving truly outstanding customer service. this is a multi-skilled role with a key focus identifying and stopping fraudulent activity.

whilst your main role is within accounts investigation, there is the exciting opportunity where the business needs dictates, you will support the collections & credit department with reasonable notice and training, this is a great chance to become multi skilled in all three areas.

key duties will include:

undertake duties regarding claims of fraud to prevent financial loss to the customer and the company.have an analytical approach enabling you to investigate fraud by gathering information and liaising with multiple departments.assist customers with financial loss to their next pay account/card.offer advice and support on fraud related matters.perform relevant and appropriate enquiries and investigations on behalf of our customers making sure they have the information they need to make an informed decision.undertake all duties in line with the financial conduct authority guidelines.we provide 4 weeks of in-depth, full time paid training to ensure you know everything you need to know to resolve our customer enquiries.

we welcome applications from candidates with any of the following skills or attributes: customer service, customer support, international customer service, call centre, telephone customer service, fraud, communication, it literate, ms office, excel, fca.

benefitsfull training and exciting opportunities for further career progressionfree onsite parkinga subsidised canteenoptional overtime to boost your salaryonsite staff shops with next and branded clothes discounted by up to 75%great pension scheme25% discount on all next merchandisefantastic next sharesave schemean opportunity to enhance your salary through our competitive bonus scheme!for full details on our benefits package head over to our careers site.

essential skills

we are looking for people who are as passionate about customer service as we are. with previous experience in customer service, ideally within a contact centre or fca background, you'll be a team player with excellent communication skills, working in a fast-paced environment.

desirable skills

have excellent attention to detail and be extremely self-motivated.be a confident decision maker who takes full accountability for their actions.have outstanding problem-solving skills with the ability to provide a range of solutions.have excellent literacy, numeracy and pc skills (excel) with the ability to pick things up quickly.about company

you know next, but did you know we're a ftse-100 retail company employing over 43,000 people across the uk and ireland. we're the uk's 2nd largest fashion retailer and for kidswear we're the market leader. at the last count we have over 540 stores, plus the next online and it's now possible to buy on-line from over 70 countries around the world! so, we've gone global!

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