Identity Fraud Advisor
Role Overview
The Fraud Prevention Centre is part of HMRC Security and works to protect customers and the organisation from identity-related fraud and emerging threats.
The Centre's work includes protection, detection, response, threat intelligence, and customer support.
The role is the customer-facing point of contact for suspected identity-related fraud and supports victims and colleagues.
Key Skills for This Role
Full Job Posting
About the role
The Fraud Prevention Centre is part of HMRC Security and works to protect customers and the organisation from identity-related fraud and emerging threats.
The Centre's work includes protection, detection, response, threat intelligence, and customer support.
The role is the customer-facing point of contact for suspected identity-related fraud and supports victims and colleagues.
Job responsibilities
- Respond to customers by phone, email, and web chat, providing advice and resolving identity-fraud-related issues.
- Provide end-to-end case support, including assessment, investigation, potential remediation, timely updates, and resolution.
- Interpret reported information and identify varied or subtle indicators of threats affecting customer devices and digital services.
- Coordinate with specialist HMRC teams and FPC analysts to assess cases, secure accounts, and communicate resolutions.
- Use verification systems, exercise judgement on referrals, and support authentication issues raised by HMRC colleagues.
- Develop customer information packs and communication templates and refine them based on customer interactions and feedback.
- Keep informed about current and emerging vulnerabilities in HMRC services and processes.
- The role is new and evolving, and responsibilities may change or expand.
Person specification
- Strong customer interaction and communication skills, with the ability to provide clear and considered information.
- A can-do attitude and passion for helping people.
- Ability to assess identity-fraud threats, advise victims, and provide useful information to colleagues.
- Ability to work across HMRC teams and use judgement when supporting customers and referring cases.
Location
- The advertised locations are Bristol, Cardiff, Edinburgh, Leeds, Telford, and Salford (Trinity Bridge House).
Working pattern
- The posting offers full-time, part-time, job-share, and flexible working patterns.
Pay and grade
- Salary is stated as £31,096–£33,270; external applicants join at the pay band minimum.
- The role is at Executive Officer grade and includes a Civil Service Pension with a stated employer contribution of 28.97%.
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