Customer Security Administrator

Fixed Term (12 months), 22.5 Hours per week, Melmerby, North Yorkshire, Competitive Salary

This is a senior business role in ensuring that our online customer orders are actioned in a timely manner in line with our clients’ expectations. You will be responsible for highlighting and addressing issues with websites and processes. There is a key financial responsibility for identifying fraud and for quality checking orders.

You will be assisting the Senior Supervisor in the reporting and provision of accurate management information while providing excellent customer and retailer service, through effective query resolution. In the absence of the Senior Supervisor, you will be deputising to ensure that workflow is maintained and that all staff are working to their full capacity. You will also liaise with other departments for continuous process improvements and to resolve any system/process issues or queries relating to the consumer order processes.


Responsibilities will include but not be limited to:

  • Conduct fraudulent security checks on physical and e-gift orders to ensure that the Company’s exposure to fraud is minimised.
  • Resolve any fraudulent issues in a timely manner by cancelling any gift cards or e-gifts and stopping orders from being despatched.
  • Work with your team to collate information on any common fraudulent themes and trends and to identify ways to quarantine orders that may be fraudulent.
  • Authorise, investigate and evidence chargebacks we receive for suspected fraud.
  • Improve the company’s fraud detection systems through internal and external research.
  • Acting as a Business expert for all systems used in the department’s processes.
  • Carry out daily sales/order activities.
  • Reporting and logging of daily sales and revenue.
  • Dealing with queries both internal and external by liaising with different departments.
  • Checking stock within the department by identifying any stock that is low and amending sites and systems as required.
  • Workflow management and staff supervision.
  • Quality control of the orders received and processed by the department.
  • Developing and maintaining a commercial awareness of the wider business and of opportunities and competition outside of the business.
  • Continuous review of current processes and process improvements.
  • Management, training and support of team members.
  • Reporting using a variety of bespoke and standard systems.

What competencies and skills are required?

The ideal candidate would have:

  • GCSEs to include Math & English at grade 4/C, above or equivalent.
  • Previous administration or customer service role.
  • Strong computer skills – Microsoft applications and bespoke systems.
  • Excellent communicator – both verbal and written.
  • Strong organisational and time management skills.
  • Strong reporting and analytical skills.
  • Ability to build working relationships both internally and externally.
  • Have meticulous attention to details.