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 Counter-Fraud & Privacy 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 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 Fraud Investigator 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. 

• Provide subject matter expertise to the team and train operating companies (TOCs) on claims and fraud control. 

• 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. 

• Provide knowledge and awareness throughout the business to help detect and prevent fraud 

As a minimum, you will need to have: 

• Prior experience within a fraud focused role or a qualification within fraud 

• Knowledge of the Police and Criminal Evidence Act following the PACE 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 

• Broad Knowledge with key AML, TF, Financial Crime and Sanctions legislation and associated Regulatory Guidance. 

• Experience within the rail industry / ticketing environment 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. 

https://exceptionalindividuals.com/neurodiversity/ 

https://www.healthassured.org/blog/neurodiversity/