Identity Fraud Advisor

About this role

Details

External applicants will join on the pay band minimum.

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Executive Officer

Business area

HMRC - CDIO - HMRC Security - Fraud Prevention Centre

Type of role

Security

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available

11

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

About the job

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

Our team is rapidly growing as we invest in new technologies and capabilities, and we are in search of enthusiastic individuals who can help us in achieving our mission. We are continually improving the service we give to our customers and, in line with this, we are creating a new response and management team within the HMRC Fraud Prevention Centre.

The Fraud Prevention Centre (FPC) is a strategic capability within HMRC Security, designed to safeguard customers and the organisation against identity-related fraud and emerging threats. Its mission is built on three interconnected pillars: Protection, Detection, and Response, all underpinned by advanced threat intelligence and customer support. The Centre operates across multiple functional areas, including Proactive Protection, Customer Support & Response, and Strategy & Advisory, to deliver a holistic approach to fraud prevention.

Job description

You will be the customer voice of the FPC, using your brilliant communications skills to give our customers the best possible experience related to identity fraud. You will be supporting victims, suppressing criminal activity, and providing insight into threats that will shape the security of HMRC services.

You will work with a team of analysts in supporting customers and working with teams across HMRC to correct any resulting issues and provide regular feedback. You'll be the first point of contact for our customers where identity related fraud is suspected, providing a first-rate service by telephone, email or web chat.

Your can-do attitude and passion for helping people will be key, as will your customer interaction skills to help you navigate various conversations and provide clear, considered information. You will use your knowledge of different threats to assess each situation, providing the right advice and guidance to victims and the right information to colleagues to support them to counter new threats and repair accounts needed.

Person specification

• Speaking to customers on the phone, via email and chats answering questions, providing advice and resolving issues related to identity fraud cases.
• Providing an end-to-end service for each customer where accounts of impersonation concerns have been raised, ensuring customers are updated from the moment that an issue is reported to HMRC, liaising with HMRC stakeholders to assess, investigate and potentially remediate, provide timely updates and resolution to customers throughout.
• Interpreting information from victims about varied and subtle indicators of threats to different customer devices accessing complex digital services.
• Dealing with multiple specialist tax, customs and benefits teams across HMRC who have responsibility for a range of HMRC services.
• Using additional systems and services to verify and support customers and determine the right actions to secure customer accounts and use your judgement where referrals to FPC analysts is required.
• Working in partnership on cases with FPC analysts conveying actions/resolutions to customers for identity related fraud cases received via a variety of different reporting channels, systems and tools.
• Developing identity fraud customer packs and communication templates for a variety of different situations and working with wider FPC to refine them based on customer interaction and feedback.
• Act as a specialist customer advisor to receive inbound calls from non-FPC colleagues who have concerns over the credibility of the caller, as well as managing technical issues regarding authentication.
• Working with the wider FPC to learn about new and current fraud vulnerabilities in HMRC services and processes.
• This is a new and evolving role and may include additional or changing role responsibilities in the future.

Essential Criteria

• Have proven verbal and written English language skills, and previous experience acting as a customer service advisor dealing with customers on the telephone and in writing.

Desirable Criteria

• Hold or be willing to attain Certificate in Information Security Management Principles (CISMP) qualification.

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

Office closures

For more information on where you might be working, review this information on our locations.

If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

These sites are

• Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford
• Telford Plaza, Telford - moving to Parkside Court, Telford

You will be given more information about what this means at the job offer stage.

Leeds Locations

Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Managing a Quality Service

Benefits

Alongside your salary of £31,096, HM Revenue and Customs contributes £9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.