Business Cyber Crime Call Handler/Advisor Supervisor: National Fraud Intelligence Bureau (NFIB)
We have an exciting opportunity to join a new team, as a Business Cyber-Crime Call Handler/Advisor Supervisor, within the NFIB, responsible for taking reports of cyber-crime from businesses. The NFIB is part of the City of London Police, who is the national lead force for fraud and economic crime.
You and your team will be the first point of contact, providing advice and support to victims who may have been impacted by cyber-crime. Some of these calls may be with vulnerable people and be of a sensitive nature, so excellent listening and questioning skills are required to understand the circumstances, and ensure that victims are dealt with sensitively.
In addition to this, you will ensure that all information is recorded onto NFIB’s Crime Reporting Databases, accurately, escalating where necessary, to ensure the caller is supported appropriately.
This is a real opportunity to be at the forefront of making a difference to victims of this crime type and to help them cope and recover.
You will be working on a developing shift pattern, according to need, although initially working core hours, Monday to Friday, likely to be between 8am – 8pm. Potential weekend working will be required on a rotational basis.
The Ideal candidate will have previous customer service/call centre, and team leader experience, and working with members of the public. A background in retail or hospitality would be an asset, but is not essential.
You will become the gateway into the police service and have the opportunity to become an expert in the identification of cyber-crime and fraud. This will be a rewarding role with great job satisfaction, working within the UK’s national reporting centre for fraud and cyber-crime, providing a service to support victims of economic crime.
The successful candidate will be required, on occasion, to support and take reports in relation to victims of fraud, and to also lead your team in doing the same.
You will be responsible for reviewing the teams role and performance, to ensure ongoing enhancements to the service provided and to identify ongoing best practices.
Description of Department
The NFIB is responsible for the analysis of Intelligence and Information, to identify high harm threats in both fraud and cyber-crime, identifying organised crime groups and high-level facilitators.
You and your team will be adept at drawing out key information, to accurately record within the NFIB Crime Reporting Databases, enabling Crime Reviewers to quickly establish emerging threats and methodologies adopted by fraud and cyber criminals.
You and your team will also be responsible for referring victims to relevant agencies that offer victim support, crime prevention and cyber response and recovery advice.
Purpose of the Role
To lead a team to primarily engage with businesses, subjected to cyber-crime and cyber-attacks, by telephone, and accurately recording information within NFIB’s Crime Recording databases, to enable Crime Reviewers to assess and review the information provided.
This is a key role in obtaining and recording relevant information in accordance with Home Office Crime Recording Standards (HOCRs), and the maintenance of associated crime and intelligence management systems, to support the prompt and effective investigation of cyber and fraud related crime. In addition, the information recorded will assist in supporting victims, enriching the national intelligence picture, and provide the opportunity to disrupt suspected criminality.
Essential Criteria – including the behaviours that will be tested at application/interview
The application and interview will be tested under Level 2 of the College of Policing Competency and Values Framework.
Applicants who are unable to address the skills/knowledge/experience of the job description will not be considered.
This role requires vetting in accordance with Non-Police Personnel Vetting (NPPV) Level 2.
If you would like to discuss the post in more detail, please contact T/Detective Chief Inspector: Craig Mullish: 07711036436
The closing date for applications is Thursday 9th December 2021 at 23:59hrs
The City of London Police is keen to promote flexible working and will, subject to operational policing requirements, proactively consider all applications to work flexibly.
The City of London Police is committed to equal opportunities and welcomes applications from all sections of the community.