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Counter

3 months ago

Sheffield, Sheffield, United Kingdom First Customer Contact Full time

Who are we?


First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway and Avanti West Coast) and our open access operator (Lumo & Hull Trains).

We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

We are continually seeking ways in which to improve the experience for our customers.

Our Customer Contact Centre uses industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.


About the team


The Counter-Fraud & Privacy Team are responsible for all fraud control, GDPR compliance, internal governance and adherence to information security best practice.


About the job


Reporting to the Counter-Fraud and Privacy Manager, the role will support the day-to-day monitoring, investigation and prevention of fraud relating to our customer service channels, including delay repay, refund, good will and insider threat.

The Counter-Fraud Officer will also support with the maintenance of the internal fraud control and responsive fraud investigations

Your main responsibilities will be:

  • Log and investigate claims, gathering and analysing evidence from multiple sources, to bring them to a successful resolution.
  • Be responsible for conducting and managing the investigation of systematic and prolific fraud cases to the criminal standard of proof.
  • Conduct interviews in accordance with the Police & Criminal Evidence Act.
  • Clearly and accurately present findings and recommendations to peers and managers.
  • Lead the way in identifying, measuring and mitigating fraud risks across the business and industry.
  • Coordinate and prepare monthly MI submission reports for the Senior Management team.
  • Understand and evaluate potential fraud indicators and the impact of current internal/external fraud trends.
  • Handle a wide range of requests, transactions, enquiries and concerns, in an efficient and professional manner.
  • Support the implementation of fraud mitigation measures

You'll need to be:

  • Proactive 'problem resolver', owning and resolving issues; a selfstarter who is resultsdriven with high levels of selfmotivation and initiative.
  • Proven ability to work under pressure and to meet deadlines.
  • Logical, methodical and persistent, with a keen eye for detail
  • Able to build strong relationships with both internal and external stakeholders

As a minimum, you will need to have:

  • A recognised counter fraud professional or a qualified fraud investigator
  • Experience of interviewing in accordance with the Police and Criminal Evidence Act following the PEACE framework.
  • Demonstrated experience working on fraud control and detection strategies.
  • A good knowledge of common fraud typologies
  • Commercial awareness and an understanding of cyber and Information security risk
  • Familiar with key AML, TF, Financial Crime and Sanctions legislation and associated Regulatory Guidance.
  • Knowledge of the Rail Industry and industry processes e.g., Delay Repay, Refunds is desirable

About the location
Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other UK locations as appropriate.

Working pattern
37.5 hours per week, between 0800 and 1800 Monday to Friday; some weekend working by exception.

The Reward

  • 25 days Holiday plus National Bank Holidays
  • Travel Offers for Bus and Rail
  • Payroll Giving donate directly from your pay to a Charity of your Choice
  • Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
  • All employee Share Schemes
  • Save as You Earn gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
  • Buy as You Earn allows you to buy shares each month, with 2 free 'matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
  • Employee Assistance Helpline free, confidential employee support service provided by an independent provider
- _after 6 months of employment_

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity