Customer Services- Corporate Fraud TM391. Responsible for Direct Reports: None Indirect reports: None

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1 Job Description Service Job Title Post No Salary Grade Customer Services- Corporate Fraud Fraud Administration & Intelligence Support Officer TM391 Grade D Hours 37 Responsible to Corporate Fraud Team Leader Responsible for Direct Reports: None Indirect reports: None Purpose of Post: 1. To provide administration and clerical support to a team dedicated to the prevention, detection and investigation of all allegations of fraud received by the Cambridgeshire Anti-Fraud Network and the Council. 2. To conduct a sift of all allegations received by the team against risk assessments and determine which cases will proceed to full investigation and make recommendations on disposal of all cases not selected for investigation. 3. To develop those cases selected for investigation further by conducting basic background checks to help prove or disprove allegations. To conduct intelligence and evidence gathering support to investigators in specific areas such as liaison with external bodies and access to restricted systems. Main Duties and Responsibilities: 1. Investigations To sift and risk assess all allegations of fraud received from a variety of sources and affecting any Council service or partner in the Cambridgeshire Anti-Fraud Network. Carry out all basic background checks into all allegations made to ensure that the matter being investigated is correct and the allegation relates to that person.

2 2. Creating fraud files from referral To identify where allegations are made and conduct a risk assessment to determine which cases are appropriate for investigation. Once cases are selected for investigation to conduct basic background checks. To set up fraud files for allocation to the Fraud Investigators including details of all benefit claims made and copies of relevant documents and evidence obtained. 3. Intelligence gathering At the initial stages of the investigation to identify any areas where intelligence gathered will enhance the original referral. This will include contact with internal and external partners. When required as part of an ongoing investigation to collect and collate any information required in accordance with council policies and legislation. 4. Public Contact Contact with the public or external agencies mainly by phone, fax or but sometimes in person to collect evidence or information. 5. Workload Reports Keep the Corporate Fraud Team Leader Manager informed of workload progress and provide statistics and progress reports as required. 6. Special Features The public contact element of this post involves regular contact with people who are distressed, agitated and, from time to time aggressive. Ensure the right balance between applying thorough methods of investigation and sensitivity to the rights and needs of the subject of investigations and witnesses.. This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within HDC.

3 Person Specification Essential Criteria Knowledge, Skills & Abilities Advanced keyboard skills and ability to communicate through IT using packages such as Word, Outlook, Excel and PowerPoint or similar. Report writing skills Ability to work flexibly as part of a team. Time Management and prioritisation Skills. Managing the administration of a busy office Excellent communication skills Experience Be able to evidence experience of working in a busy office environment. Be able to work to testing timescales. Be able to produce work of the highest quality Be able to produce and explain detailed reports. Qualifications Educated to A level or equivalent Influencing Presents their case persuasively upwards, downwards and externally Demonstrates confidence in their position Is credible and confident when presenting and communicating Makes use of personal and professional networks to gain support, learn from others and increase their opportunities to influence Adapts approach to engage others Desirable Criteria Taking minutes at team meetings To be able to input, extract and manipulate data from spreadsheets and databases. Understanding how DPA impacts on investigations Understand criminal law including PACE, RIPA, CPIA. Of working with public, private and voluntary organisations. Of conducting or supporting criminal investigations. Of developing partnerships with other organisations and maintaining those partnerships PinS Qualified Legal Qualification (Criminal)

4 by appealing to those things that enthuse them Influences by highlighting and promoting the mutual gains to be made by following suggested courses of action Is aware of own emotions and manages them for maximum influence during negotiations Balances the need for immediate wins with the requirement for longterm successful relationships Demonstrates awareness of how things shape events within business: is politically astute Customer focus Develops and maintains productive relationships with internal and external customers Explores the customer s situation with them to develop a fuller understanding of the underlying need Delivers what they have agreed with the customer Takes action to exceed customer expectations Advocates customer satisfaction as a key value for themselves and the council Deals effectively with dissatisfied customers Innovation Challenges the status quo: suggests new approaches to old problems Promotes and demonstrates continual improvement Generates new ideas and creative solutions Applies existing methods in new ways or new situations Encourages a safe environment that will facilitate creativity in others and where people are willing to challenge Seeks new ideas.

5 Finds ways to turn their own or others ideas into action Shares innovative practice with others Decision-Making Makes and communicates clear decisions Makes effective decisions under time pressure Balances risks and benefits of various options and decisions Makes unpopular decisions where necessary Takes responsibility for the outcomes and impact of their decisions and those they delegate Incorporates a range of views when making their decisions Considers all relevant data when making decisions Delegates decision making appropriately Considers diversity issues when making decisions Planning and organising Explains and clarifies the objectives Establishes clear actions and timeframes with deadlines and milestones Ensures the effective and efficient use of time and resources Creates contingency plans to enable them to deal with factors that might interfere significantly with their plan Identifies what is required before each task can be begun or completed Monitors progress against the plan and acts accordingly Allocates work based on an understanding of own and others strengths and weaknesses Flexibility

6 Is prepared to adapt their approach to overcome obstacles Responds constructively to a change in agenda or priorities Revisits their decisions when presented with new information Is prepared to adjust their interpersonal style to respond to the needs or preferences of others and the situation Re-prioritises appropriately when faced with a change in requirements Complexity and Creativity To be able to create new processes and adjust them when necessary. To be able to identify where problems exist and find ways to overcome them. To be able to understand and deal with complex issues, including interpreting legislation and other legal issues. Ability to use and analyse information to judge success or failure of given actions and formulate new methods or processes to achieve goals and improve efficiency Judgement and Decision Making To be able to make a judgement about what action should be taken on individual cases, where and how to obtain information to assist in developing an investigation. To be able to decide, taking in to account all available information, what legislation should be used to obtain information to ensure that all enquiries made are lawful. To be able to develop existing and new areas of intelligence gathering as legislation, processes or best practice changes. Contacts (Internal 40%, External 60 %) Internal 40% - All Departments External 60% DWP Police (local and national agencies)

7 HM Borders Agency Other Local Authorities Registered social housing providers and private landlords Private companies providing employment or recruiting services HMRC Banks and similar financial institutions Credit reference agencies Utility companies (gas/electric/water) Communication service providers (Telecoms/internet) Date March 2015 I confirm that this Job Profile and Person Specification are a true and accurate reflection of all the responsibilities relating to the post. Job Holder SIGNED... NAME... DATE... Line Manager/Head of Service SIGNED... NAME... DATE...