Retail Incident Response & Fraud Control Officer

South Eastern Railway; Greater London; In loco; GBP 36.000 - 44.000; Tempo pieno

Vantaggi offerti da questo lavoro

Final salary pension

24 days annual leave

Descrizione del lavoro

South Eastern Railway is seeking a Retail Support Officer on a 24-month fixed term contract to safeguard online and station retail revenue. Based at London Head Office with an additional Gravesend office, you’ll monitor websites, manage incidents, and work with suppliers to restore service.

Join a small in-house team, on a Monday–Friday schedule including one in four weeks of on-call, ensuring accurate data, fraud prevention, and timely reporting.

Competenze

• This role requires incident management experience and the ability to drive issues to resolution.
• Experience with fraud, chargebacks, or payment-related problems is desirable.
• Knowledge of ticketing or smartcard/ticket-office systems is advantageous.

Mansioni

• Monitor and manage website and app incidents and reports daily.
• Lead major incident response from alert to closure with suppliers.
• Coordinate root-cause analysis and implement permanent fixes.
• Handle fraud rules and monitor payments to stop suspicious activity.
• Oversee chargebacks, disputes, and monthly performance reporting.
• Administer retail systems and ensure smooth operation of ticketing tools.
• Maintain incident logs, perform testing, and support controlled rollouts.
• Collaborate with a small team to maintain service levels and revenue.

Conoscenze

Incident management

Fraud handling

Chargebacks

Ticket systems

ServiceNow

Strumenti

ServiceNow

Descrizione del lavoro

South Eastern Railway is seeking a Retail Support Officer on a 24-month fixed term contract to safeguard online and station retail revenue. Based at London Head Office with an additional Gravesend office, you’ll monitor websites, manage incidents, and work with suppliers to restore service.

Join a small in-house team, on a Monday–Friday schedule including one in four weeks of on-call, ensuring accurate data, fraud prevention, and timely reporting.