Customer Service Representative

Customer Service Representative

Date: Sep 10, 2026 Location: Derby, GB Requisition ID: 23436

Description

Job description:

• About Firstsource

• Firstsource Solutions Limited is a leading global provider of business process management (BPM) services, helping organizations transform customer experiences through digital innovation, automation, analytics, and operational excellence. With a presence across multiple countries, Firstsource serves clients across healthcare, banking and financial services, communications, media, and technology.

• Pay: £13.02 per hour - 37.5 hours per week

Job description:

• Job Location: Derby (Onsite)

• Shift Pattern between Monday to Sunday 7am to 11pm

• Join a Team That Protects Customers Every Day

• Are you passionate about helping people and solving problems? Looking for a rewarding career with real purpose and progression opportunities?

• We’re looking for motivated and customer-focused individuals to join our friendly and supportive Contact Centre team, working on behalf of one of the UK’s most recognised banking groups.

• In this role, you’ll support customers who may be experiencing fraudulent activity on their accounts, helping to protect them from financial harm while delivering outstanding customer service.

• What You’ll Be Doing

• Supporting customers over the phone with potential fraud concerns

• Investigating suspicious transactions and identifying fraud risks

• Asking effective questions to understand each customer’s situation

• Providing reassurance and guidance to vulnerable customers

• Using multiple systems to review information and make informed decisions

• Working collaboratively with colleagues to stay ahead of emerging scams and fraud trends

• Delivering excellent customer experiences while maintaining regulatory compliance

• What We’re Looking For

To be successful in this role, you must have:

• Recent experience within either Financial Services or a Contact Centre environment
• A strong and stable employment history
• A good credit history, as this role is subject to financial background checks and vetting

We’re also interested in people who are:

• Excellent communicators with strong listening skills

• Confident using technology and navigating multiple systems

• Naturally curious with strong problem-solving abilities

• Empathetic, patient and customer-focused

• Reliable, adaptable and motivated to learn

• Team players who enjoy supporting others

• Why Join Us?

• We believe in recognising and supporting our people.

Benefits include:

• Company pension scheme

• Enhanced maternity and paternity pay

• Health & wellbeing support programme

• Life insurance

• Employee discounts

• Referral bonus scheme

• Casual dress environment

• Employee mentoring and development opportunities

• Company events

• Bereavement leave

• Free Onsite Parking

• Hybrid/Work from home opportunities following successful completion of training and assessment

• Build a Career With Purpose

• This is more than just a contact centre role — it’s an opportunity to make a genuine difference to customers during difficult situations while developing valuable skills in fraud prevention, customer service and financial services.

• Apply today and start your journey with us.

Benefits

• Casual dress

• Company pension

• Employee discount

• Life insurance

• Referral programme

• Work from home

• Work Location: In person