Compliance Support Officer

2 months ago

Sheffield, Sheffield, United Kingdom FirstGroup Full time

Who are we?

First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the team

We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use 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 job

  • The Business Integrity & compliance Team are responsible for all fraud control, GDPR compliance, internal governance, and adherence to information security best practice.
  • Reporting to the Counter-Fraud and Privacy Manager, the role will support key team members with 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 Compliance support Officer will also support to the team in delivering compliance to privacy legislation.

Your main responsibilities will be:

  • Log activities, gather and analyse information from multiple sources, to provide initial responses and findings.
  • Conduct initial triage of cases to identify those that require further investigation from subject matter leads.
  • Generate email and letter correspondence using bespoke systems and responding to customers enquiry's regarding rail legislation.
  • Develop and maintain key working documents to support team activities; request logs, action trackers, minutes and MI.
  • Clearly and accurately present findings and recommendations to peers and managers.
  • Collaborate in the production of monthly MI submission reports for the Senior Management team.
  • Handle a wide range of requests, transactions, enquiries and concerns, in an efficient and professional manner.
  • Support the implementation of fraud and Privacy mitigation measures.
  • Provide guidance to colleagues on internal policy, process and best practice for privacy and Counter-Fraud

As a minimum, you will need to have:

  • A good understanding of administrative practices including data entry, document production.
  • Proven experience in drafting formal written communications.
  • Good capabilities across key MS programs eg excel, PowerPoint, word
  • A knowledge of Fraud legislation and rail legislation e.g. Fraud Act 2006, Regulations of railways Act and Rail Bylaws.
  • A knowledge of GDPR UK and customer rights afforded by legislation.
  • A knowledge of compliance and control practices and assurance procedures.
  • Knowledge of the Rail Industry and industry processes is desirable but not essential.

Personal attributes

  • Proactive 'problem resolver', owning and resolving issues; a self-starter who is results-driven with high levels of self-motivation 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.
  • Excellent written and verbal communication skills.

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 all belong at First Customer Contact. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful 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 of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

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