Fraud Review Team Lead

Job Description

Company Description

We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.

Great journeys start with Trainline 🚄

Now Europe’s number 1 downloaded rail app, with over 125 million monthly visits and £5.3 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, and affordable as it should be.

Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh, Berlin, Madrid, and Brussels. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.

Job Description

The Fraud Review Team Lead plays a key role in fraud prevention, managing the Fraud Review and Chargeback Administration teams. They will oversee performance, set objectives, track progress, and ensure team goals are met. Additionally, they will raise fraud awareness across the Edinburgh office and collaborate with the Fraud Analytics Team Lead to turn data insights into actionable strategies.

This role requires an average of 3 days a week in our Edinburgh Office (2 days a week from home)

Shifts: You can choose 8am-4:30pm, or 9am-5:30pm for each day.

Responsibilities

• Supervise the Fraud Review & Chargeback Team: Provide guidance, set goals, and manage the day-to-day operations of the Fraud Review Agents & Chargeback Agents both in office and remotely.
• Mentor and develop team members: Ensure the team has the necessary skills and knowledge, offering training and guidance where knowledge gaps are identified.
• Performance management: Conduct performance reviews, provide feedback, and address issues within the team.
• Monitor fraud trends: Ensure your teams stay updated on the latest fraud trends, groups and emerging threats to ensure accurate fraud rules are in place.
• Reporting: Create detailed reports on Fraud Review Agent & Chargeback Agent performance, such as agent effectiveness and success rates.
• Collaboration with other departments: Ensure all fraud prevention efforts align with with our front-line teams, ensuring that Knowledge briefs are updated, and customers are managed effectively.
• Provide insights and updates: Regularly brief senior management on team issues, fraud trends, and high-risk areas.
• Recruit a high performing team: Work with Senior Manager to run recruitment campaigns and conduct interviews of both internal and external applicants.

Qualifications

• Experience leading a team in an operational environment, with a proven track record of mentoring, coaching, and developing team members.
• Demonstrated ability to manage multiple teams, delegate tasks, and ensure the teams timely and effective response to fraud alerts and cases.
• Strong communication skills to liaise between their own team and other departments such as Customer Service and Customer Relations.
• Experience collaborating with other departments (e.g. Customer Service, Customer Relations, Customer Experience) to communicate fraud review initiatives.
• Strong stakeholder management skills, including the ability to present complex fraud-related insights and trends to senior leadership.
• Experience developing and presenting performance metrics (e.g. Fraud Review Agent & Chargeback Agent cases quality) to senior management.
• Good decision-making, making timely, well-informed decisions while considering input from the team.
• Active listener, paying full attention to team members' concerns, suggestions, and needs to understand and respond appropriately.
• Proven conflict resolution with a ability to manage disagreements and facilitate solutions that respect all parties involved.

Additional Information

Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, extra festive time off, and excellent family-friendly benefits.

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:

💭 Think Big - We're building the future of rail

✔️ Own It - We focus on every customer, partner and journey

🤝 Travel Together - We're one team

♻️ Do Good - We make a positive impact

Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!