Customer Service Advisor

Back 2 Work Complete Training; Bromsgrove; On-site; GBP 33,000; Full time

Job summary

A training organization in Bromsgrove seeks Customer Service Advisors to work as Fraud Officers. You will conduct interviews, assess evidence, and maintain compliance with policies while enjoying benefits like generous leave, pension contributions, and development opportunities. The role offers a salary of £32,137 per annum.

Benefits

Contribution to Civil Service Pension scheme

Generous annual leave

Health and wellbeing support

Funded learning and development

Qualifications

• Strong judgement and decision-making skills.
• Effective communication with diverse audiences.
• Excellent organisational and planning capabilities.

Responsibilities

• Conduct interviews to investigate potential fraud.
• Ensure compliance with policies and regulations.
• Gather and assess information for benefit reassessment.

Job description

We are seeking Customer Service Advisors, to work in the vital position of Fraud Officer. This is a varied and challenging opportunity where your primary responsibilities will include investigating potential fraud by conducting interviews, gathering and assessing evidence, and collaborating with colleagues and external partners.

Benefits

• Contribution of £9,310 towards you being a member of the Civil Service Defined Benefit Pension scheme.
• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave - at least 23 days on entry, increasing up to 30 days over time (pro-rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year's continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women's Network, National Race Network, National Disability Network (THRIVE) and many more.

Key Responsibilities

• Conduct robust and challenging interviews by telephone or in person in accordance with all legal and policy requirements, pursuing all reasonable lines of enquiry. Ensuring declarations and changes have been reported at the right time and taking appropriate corrective action if errors are found.
• Ensure quality standards are maintained through adherence to all company policies and procedures, and CFCD operational instructions.
• Work collaboratively, effectively and flexibly within a team and contribute towards team expectations.
• Promote fraud awareness within and to wider external business partners.
• Gather, verify, and assess all available information to submit to the appropriate Decision Maker to enable accurate benefit reassessment and overpayment calculation.
• Maintain accurate records and retain relevant evidence, redacting and annotating sensitive material when appropriate.
• Liaise with other departments/organisations such as within the framework of any existing partnership agreements.
• Prioritise workload in line with conflicting and changing priorities.
• Demonstrate effective, flexible leadership and communication skills with an ability to reach a diverse audience and be prepared to engage effectively with our partners.
• Have excellent organisational and planning capabilities.
• Demonstrate strong judgement and decision-making skills.
• Present information to internal and external audiences in a professional and credible manner.
• Be able to work effectively as an individual and as part of a team.
• Deal appropriately with challenging and vulnerable individuals.
• Inspire others through positivity, drive and energy in order to achieve outcomes and deliver change.
• Be willing to travel between sites if required depending on business needs.
• Have the ability to work in a demanding and complex environment with changing priorities.

Compensation

Fraud Officer pay: £32,137 per annum