Customer Security Administrator

1 week ago

Melmerby, United Kingdom Hemingways Full time

**Job Title**:

- Customer Security Administrator

**Location**:

- Melmerby, HG45NB

**Working pattern
- **Full time, Monday to Friday, 9am to 5pm (Overtime available during peak trading) **Office based.**

**About us-**

Hemingways is home to Voucher Express, Vex Rewards, **Cadbury Gifts Direct, Green & Black’s** and your first destination for both UK and international business gifts. Hemingways is a specialist e-commerce, sales and distribution company representing a wide range of major UK and international brands, promoting, and selling their products to consumers and corporate markets. The company employs over 170 people, and over 300 during peak trading. Hemingways is recognised as one of the fastest growing private companies in the North with turnover exceeding £200m.

**The role-**

This is a business role in ensuring that our consumer customers’ orders are actioned in a timely manner in line with our retailers’ expectations, and that any issues with websites or processes within the department are investigated and resolved. The role includes financial responsibility for fraud, quality checking and downloading orders in a timely manner.

You will be assisting the Senior Supervisor in the reporting and provision of accurate management information while providing excellent customer and retailer service, through effective query resolution.

**Main duties-**
- Conduct fraudulent security checks on physical and egift orders to ensure that the Company’s exposure to fraud is minimised.
- Resolve any fraudulent issues in a timely manner by cancelling any gift cards or egifts and stopping orders from being despatched.
- Work with your team to collate information on any common fraudulent themes and trends and to identify ways to quarantine orders that may be fraudulent.
- Authorise, investigate and evidence chargebacks we receive for suspected fraud.
- Improve the company’s fraud detection systems through internal and external research.
- Carry out daily sales/order activities.
- Reporting and logging of daily sales and revenue.
- Dealing with queries both internal and external by liaising with different departments.
- Checking stock within the department by identifying any stock that is low and amending sites and systems as required.
- Developing and maintaining a commercial awareness of the wider business and of opportunities and competition outside of the business.
- Continuous review of current processes and process improvements.
- Reporting using a variety of bespoke and standard systems.

**Other duties-**
- Provide cover in the event of staff shortages in other areas of the company.
- General office administration.
- Responsible for health and safety in your area of work.
- Carry out other reasonable duties as required by the employer or Line Manager.
- GCSE’s to include English and Math at Grade C/4, above or equivalent.
- Fraud prevention training.
- Previous Administration or Customer Service role.
- System and process review improvement.
- Data inputting/reporting.
- Working in a fraud checking environment.
- Excellent communications skills - both verbal and written.
- Strong organisational and time management skills.
- Strong reporting and analytical skills - interpret and present data effectively.
- Meticulous attention to detail.
- Able to rise to a challenge at busy times.

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