Fraud Caseworker

Victim Support; Wales; Hybrid; GBP 27,000; Full time

Job summary

A national charity for crime victims in North Wales is seeking a Fraud Caseworker to provide support and assistance to victims of fraud. This role involves delivering frontline services, assessing individual needs, and collaborating with local authorities. Ideal candidates possess strong resilience, adaptability, and customer service skills. The position offers flexible working options and comprehensive benefits, including enhanced sick pay and training opportunities.

Benefits

Flexible working options

28 days annual leave plus Bank Holidays

Pension with 5% employer contribution

Employee assistance programme and wellbeing support

Ongoing training and support for career development

Qualifications

• Experience working with vulnerable individuals with complex needs.
• Proficient in providing emotional support.
• Familiarity with fraud and crime victim services is a plus.

Responsibilities

• Deliver frontline service to victims of fraud.
• Provide high-quality telephone and outreach support.
• Assess victims' service needs and manage their support.

Skills

Resilience and adaptability

Customer service focus

Effective communication

Ability to communicate in Welsh

Job description

Salary: GBP26830.2 - GBP26830.2 per annum

We have an exciting opportunity for a Fraud Caseworker to join the Victim Help Centre team in North Wales, working 37.5 hours a week. This position is to cover maternity leave until 20th October 2026.

Do you want to make a difference every day? Do you want to contribute to change and improvement for those who need it?

Do you have resilience and adaptability? Can you work effectively with a focus on customer service and care?

If yes, then we’d love to hear from you…

The ability to communicate in Welsh is desirable for this role.

What we offer:

• Flexible working options including hybrid working
• 28 days annual leave plus Bank Holidays, rising to 33 days plus Bank Holidays
• An extra day off for your birthday and options to buy or sell annual leave
• Pension with 5% employer contribution
• Enhanced sick pay allowances, maternity and paternity payments
• Access to our financial wellbeing hub and salary deducted finance
• Employee assistance programme and wellbeing support
• Access to EDI networks and colleague cafes
• Cycle to work scheme and season ticket loans
• Ongoing training and support with opportunities for career development and progression

About the role:

The purpose of this role is to deliver frontline service to victims of fraud within North Wales, providing immediate and on-going emotional support to victims of Fraud by providing high-quality, accessible, relevant telephone, Livechat, and outreach support.

Based in the Victim Help Centre, in St Asaph, North Wales, and working in liaison with North Wales Police and Action Fraud. The post holder will identify and manage the victims’ immediate service needs and contribute towards risk assessment processes and following agreed safe contact processes and recording all contact securely.

The nature of service required will vary depending on individual circumstances, and specified outcomes will be achieved through building trust and confidence with victims who will be vulnerable and have complex needs.

About Us:

Victim Support (VS) is an independent charity providing a range of specialist services to people who have been affected by crime across England and Wales. We work towards a world where there are fewer victims but who have stronger rights, better support, and a real influence in the Criminal Justice System.

Everyone at VS is driven by our Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. Working for VS gives you the opportunity to play a key role in a national charity providing high-quality services to victims and witnesses and being a vital force for change.

Victim Support are committed to recruiting with care and to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required.

Victim Support strives to represent the diverse communities we serve and are passionate about creating an environment where all staff and volunteers feel respected and heard. Being a diverse organisation with an inclusive culture is integral to us being able to meet our aim of ensuring that anyone who is a victim of crime gets the support they need.

As part of our commitment to the Race at Work Charter, we particularly welcome applicants from Black, Asian, and minority ethnic communities. VS is also a Disability Confident Employer and we provide a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role.

How to apply:

To apply for this role, please follow the link to the Jobs page on our website and complete the application form, demonstrating how you meet the essential shortlisting criteria.

We look forward to hearing from you.

Note: We reserve the right to close this vacancy early if we receive enough suitable applications to take forward to interview prior to the published closing date.