Overview
We have an exciting opportunity for a Fraud Caseworker to join the Victim Help Centre team in North Wales, working 37.5 hours a week. This position is to cover maternity leave until 20 October 2026.
The role focuses on frontline service to victims of fraud, providing immediate and ongoing emotional support through telephone, Livechat and outreach contact. The post is based in the Victim Help Centre, in St Asaph, North Wales and works in liaison with North Wales Police and Action Fraud. The post holder will identify and manage the victims’ immediate service needs, contribute to risk assessment processes, and follow agreed safe contact and secure recording procedures. The nature of service required will vary by individual circumstances, with outcomes achieved by building trust and confidence with victims who may be vulnerable and have complex needs.
Responsibilities
* Deliver frontline service to victims of fraud with high-quality, accessible support via telephone, Livechat and outreach.
* Identify and manage victims’ immediate service needs and contribute to risk assessment and safe contact processes.
* Record all contact securely and adhere to safeguarding and data protection requirements.
* Adapt support to individual circumstances and work towards agreed outcomes through building trust with vulnerable clients.
Requirements / Desirable Skills
* Resilience and adaptability with a focus on customer service and care.
* The ability to communicate in Welsh is desirable for this role.
About Us
Victim Support (VS) is an independent charity providing specialist services to people affected by crime across England and Wales. We aim to reduce the number of victims and ensure they have stronger rights, better support and influence in the Criminal Justice System. We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults; background checks may be required.
Victim Support is committed to diversity and inclusion and strives to create an environment where all staff feel respected and heard. We welcome applicants from Black, Asian and minority ethnic communities and offer a Guaranteed Interview Scheme fordisabled candidates who meet essential criteria.
How To Apply
To apply for this role please follow the link below to the Jobs page on our website and complete the application form demonstrating how you meet the essential shortlisting criteria.
Benefits
* Flexible working options including hybrid working
* 28 days annual leave plus Bank Holidays, rising to 33 days plus Bank Holidays
* Extra day off for your birthday and options to buy or sell annual leave
* Pension with 5% employer contribution
* Enhanced sick pay allowances, maternity & paternity payments
* Discounts on High Street, retail, holidays, gym, entertainment and leisure
* Access to financial wellbeing hub and salary-deducted finance
* Employee assistance programme and wellbeing support
* Access to EDI networks and colleague cafes
* Cycle to work scheme and season ticket loans
* Ongoing training and opportunities for career development
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