Retail Operations & Incident Response Officer

Southeastern Railway; Greater London; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Final salary pension

24 days annual leave

Free rail travel

Job summary

Southeastern is seeking a Retail Support Officer for a 24-month fixed-term contract, based at London Bridge and Gravesend. You will protect revenue by monitoring website/app payments, coordinating with suppliers, and preventing fraud while supporting ongoing retail services.

You’ll work a five-day pattern with on-call, join a small in-house team, and help maintain ticketing and back-office systems to ensure reliable customer experiences.

Qualifications

• Experience in incident management and fraud detection
• Ability to drive incidents to resolution with suppliers
• Comfort working with multiple back-office systems and payments

Responsibilities

• Check the website and app daily and report by 07:00.
• Lead major incidents from alert to closure and coordinate suppliers.
• Triage and resolve retail incidents within service levels and manage fraud rules.

Skills

Incident management

Fraud

Chargebacks

Ticket office systems

ServiceNow

Team player

Tools

Pay360

Job description

Southeastern is seeking a Retail Support Officer for a 24-month fixed-term contract, based at London Bridge and Gravesend. You will protect revenue by monitoring website/app payments, coordinating with suppliers, and preventing fraud while supporting ongoing retail services.

You’ll work a five-day pattern with on-call, join a small in-house team, and help maintain ticketing and back-office systems to ensure reliable customer experiences.