Fraud Contact Centre Agent

CompanyVirgin Money

LocationGlasgow, Scotland, United Kingdom

Posted At1/19/2026

UK Visa Sponsorship Analytics

Occupation Type

Call and contact centre occupations

Occupation Code Skill LevelIneligible

Sponsorship EligibilityIneligible for Sponsorship

Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.

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Description

Business Unit: Customer Support and Operations

Salary Range: £25,250 - £27,000 per annum DOE + Benefits

Location: UK Hybrid - Gosforth/Glasgow/Leeds

Contract Type: Permanent - full-time with shift rotations between the hours of 8am and 7:30pm Monday to Friday with 1-in-4 Saturdays 9am-5pm

Our Team

Our Fraud Detection Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them, you’ll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You’ll be primarily helping customers who have been a victim of fraud, which means there’ll be some tough conversations – but your resilience and ability to empathise will be encouragement to those who need it most.

Despite the challenges you’ll face, there’ll be opportunities to make memorable experiences for customers – something that our team are extremely passionate about and that’s an extremely rewarding part of the role. You’ll need to be a great listener, have patience, and demonstrate a caring manner. It’s vital you can get the basics right, focus on the detail and work to a high degree of accuracy.

We're currently recruiting for a 20th April 2026 start date. Please only apply if you can commit to this time frame and note that no annual leave will be permitted during the first two months in role while you undertake training.

Shortlisted candidates will be invited to a short phone screen and those who pass this stage will participate in a 'Get to Know Us' and group activity session in February.

What you’ll be doing

Playing a key part within our operation and seeking to deliver valuable service to make our customers love us even more.
Working flexibly within the operating hour of 8:00am to 7:30pm Monday to Friday, Saturday 9:00am to 5:00pm.
Providing excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
Providing help, guidance, and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams.
Demonstrating a significant degree of insatiably curiosity to obtain the best possible solution for the customer and the company.
Liaising with third parties to ensure that our customers are fully supported and receive a service based on best practice.

Summarising key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.

Confidently challenging the ‘rules’ in favour of achieving a good outcome for the customer and company.

Working within the appropriate regulatory frameworks we follow.

Being emotionally resilient, open, and honest when times get tough – because they will; and a real team player supporting your co-workers throughout the day.

We need you to have

Previous experience in a customer service role within a call centre is desirable, but we also highly value transferable skills gained in other customer-focused environments such as retail or hospitality
A genuine passion for delivering outstanding customer experiences and ensuring the best possible outcomes for our customers
The ability to be insatiably curious; asking questions, challenging the norm, and negotiating to deliver the best solution
Excellent communication skills with a sincere approach to feeling what customers feel and delivering a simply brilliant experience
A caring, positive attitude with a genuine passion for helping others to exceed our customers’ expectations

The ability to multi-task – listening to customers, while investigating / reviewing information.

It would be a bonus if you have but not essential

Experience in or knowledge of Fraud.
Previously worked in Retail Banking or Financial Services
Professional experience in effectively supporting vulnerable customers.

The extras you’ll get

25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
Private medical insurance
A highly competitive pension to help you build a strong foundation for retirement
Access to an annual performance-related bonus
Training and development to help you progress your career
A great selection of additional benefits through our flexible benefits scheme
Life assurance to provide peace of mind for you and your loved ones
Up to 2 days of paid volunteering a year

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.