Are you looking for a role that can really make a difference? The Fraud Centre of Excellence at NatWest are looking for customer focused and self-motivated individuals to join their team in Edinburgh. In this role you will be the first point of contact for their customers in relation to fraud queries or concerns. With a first-class training program, all you will need are first-class customer service skills, being comfortable with different computer systems, and enjoying a fast-paced environment, all whilst working as part of a great team. This is a 12 month temporary contract with the potential to extend or become permanent. Pay Rate: £13.15 per hour Scheduled Start Dates: 13th January, 3rd February and 17th February 2025 Location: Gogarburn, Glasgow Road, Edinburgh (Office site is easily accessed by all main transport routes). Training: Up to 9 weeks on-site (Monday – Friday/ 8am -4pm). Upon training completion: 35 hours per week, 7 hours paid, 1 hour unpaid per day (shifts to be determined, you must be willing to work weekends). Shifts can range anywhere between 8am and 10pm. Hybrid working to be considered upon completion of training with team manager approval. A range of amenities are available onsite including, free parking, bus shuttle service, book shop, supermarket and a Fitness & Wellbeing Centre which features a gym, swimming pool and 5-aside football pitches. Key responsibilities: Respond to queries from customers/stakeholders promptly within agreed timelines. Deliver successful customer/business outcomes by processing, authorising and investigating all transactions to defined key performance indicators and service level agreements and/or by accurately collecting the required information from customers/ business. Actively participate in initiatives to improve customer service, processes and procedures. Candidate Profile: Key requirements, skills & experience: Previous customer service and telephony experience Ability to work in a fast-paced environment whilst managing phone calls with the customers to reach a solution Excellent written and verbal communication skills Excellent attention to detail IT Competency (Microsoft office and data entry) Ability to work well within a team Benefits: Free access to UnMind – a mental health and wellbeing platform that you can use throughout the duration of your assignment to support with mental health, life events, and physical health and wellbeing. Access to a benefits scheme giving you access to discounted holidays, vouchers, saving bundles, competition and giveaways and a 24/7 worker assistance programme including always accessible counselling services. Interested? Here are the next steps after your application: You will receive a short assessment with multiple choice options If successful you will be sent a link to submit a video interview containing 3 questions, each with a 3-minute time limit. If successful you will be invited to a telephone screening call with a recruiter from AMS Offer decision Job Type: Full-time Pay: £13.15 per hour Benefits: Canteen Casual dress Free parking On-site parking Transport links Schedule: Day shift Every weekend Weekend availability Experience: Customer service: 1 year (required) Work Location: In person Reference ID: NWG01686 Expected start date: 13/01/2025