Customer Service Consultant – Fraud Operations (12‑month FTC)

About the role

This is a telephone‑based Customer Service Consultant position within TSB Fraud Operations. You will support customers who call with concerns or who are contacted because a potential fraud issue has been identified.

Key responsibilities

• Answer inbound and outbound calls related to fraud investigations.
• Gather detailed information to build a clear picture of each case.
• Protect customers and the business from financial loss by taking appropriate action.
• Document interactions accurately and follow established procedures.
• Work 35 hours per week across flexible shift patterns, including evenings and weekends.

Required profile

• Live near the Sunderland fraud hub and able to attend induction training onsite.
• Willingness to work onsite full‑time for the initial 8‑week training period, then 2‑3 days per week onsite.
• Ability to maintain a distraction‑free remote work environment after training.
• Flexibility to adapt to varying weekly shift schedules, with notice at least four weeks in advance.

Required skills

What we offer

• 12‑month fixed‑term contract.
• Company‑provided laptop and remote‑working equipment.
• Comprehensive training and ongoing support.
• Opportunity to develop expertise in fraud prevention within a major financial institution.