The Fraud Administrator plays a key role in protecting company revenue by enforcing policies and strategies relating to ticketless and fraudulent travel. This role supports fraud investigations by managing cases, gathering and recording evidence, and ensuring appropriate action is taken in line with company policy and legislation.

You will also help ensure revenue is recovered by efficiently managing payment processes while maintaining accurate records and compliant communications.

Key Responsibilities

• Monitor the Fraud Email caseload system, creating documentation and progressing less complex fraud cases.
• Accurately record case details within relevant internal systems.
• Submit case information to external agencies, ensuring full compliance with GDPR and data protection legislation.
• Investigate straightforward fraud cases reported by station, onboard, and Revenue Protection teams.
• Use data from internal teams and external agencies to support investigations.
• Contact passengers involved in non-complex fraud cases using professional and compliant communications.

Skills, Experience & Knowledge

• Comprehensive understanding of ticket types, railcards, and other travel documentation.
• Highly organised with excellent administration and attention-to-detail skills.
• Ability to manage time effectively and prioritise workload to ensure cases are concluded appropriately.
• Positive, resilient, and adaptable, able to work efficiently in a fast-paced environment.
• Strong written and verbal communication skills

Interested? Check out the Role profile more information

Benefits include:

• Railway pension scheme
• Free travel on Avanti West Coast for you/spouse/partner/dependents
• Privilege Travel card (75% off other train operators fares for leisure travel)
• 30 days holiday rising by 1 for every completed year of service to a maximum of 37 days (inclusive of bank holidays)
• 10 free journeys on other First Group Train Operator

Be You. With Us.

At Avanti West Coast, we believe our strength comes from the unique perspectives, experiences and backgrounds of our people. We are proud to build a workplace where diversity is embraced, and everyone is supported to thrive.

We welcome individuals of all races, religions, ages, genders, gender identities, sexual orientations and abilities. Our goal is to reflect the communities we serve and create an environment where everyone feels valued and heard.

When you join Avanti West Coast, you become part of a close-knit team that encourages authenticity. We want you to bring your whole self to work. No need to change who you are to fit in. Your individuality is what makes us better.

We celebrate it, we respect it and we put it to great use.

Our Avanti West Coast Values 

Passionate- We foster a culture where everyone is driven by our mission and are dedicated to achieving it together.

Committed- We are committed to safety, reliability and delivering the very best for our customers, our colleagues, stakeholders and the industry.

Integrity- We believe in taking responsibility for our reactions and decisions to ensure we do the right thing even when it is difficult to do and hold others accountable for doing the same.

Ambitious- We strive to be the best and are curious to new ways of working within our business and the wider industry.

Authentic- We are genuine, caring and grounded individuals that operate and communicate with openness, trust and clarity