Identity Fraud Advisor

About the role

Responsibilities

• Answer customer questions by telephone, email, and web chat, providing advice and resolving identity-fraud issues.
• Manage impersonation concerns end to end, coordinating investigation and potential remediation while keeping customers updated.
• Interpret victim reports for indicators of threats affecting customer devices and access to complex digital services.
• Coordinate with specialist tax, customs, and benefits teams across HMRC.
• Use systems to verify and support customers, secure accounts, and decide when to refer cases to FPC analysts.
• Work with analysts on cases from varied reporting channels and communicate actions and resolutions to customers.
• Develop and refine customer packs and communication templates using customer interaction and feedback.
• Advise non-FPC colleagues about concerns over caller credibility and troubleshoot authentication issues.
• Learn about new and current fraud vulnerabilities in HMRC services and processes.

Locations and working pattern

• The listed work locations are Bristol, Cardiff, Edinburgh, Leeds, Telford, and Salford – Trinity Bridge House.
• The posting lists flexible working, full-time, job share, and part-time patterns.

Pay and benefits

• The stated salary range is £31,096–£33,270; external applicants join at the pay-band minimum.
• The posting states a Civil Service Pension with an employer contribution of 28.97%.

Requirements

• Strong communication and customer interaction skills to support customers through varied conversations and provide clear, considered information.
• Ability to interpret customer reports and identify varied or subtle indicators of threats involving devices and complex digital services.
• Ability to use judgement to determine appropriate actions and when cases should be referred to FPC analysts.
• A helpful, can-do attitude and passion for helping people.