Fraud Investigation Manager

28000.00 - 31000.00 GBP Annual
29 Jun 2022
16 Jul 2022
Contract Type
Full Time
American Golf is Europe's largest golf retailer with over 90 stores across the UK and Ireland. We recognise talent. For us, it s all about loving what you do, whilst a passion for golf will be well received, it is more about the service and expertise we deliver as a business.

The Role:

The role of Fraud Investigation Manager is to investigate and mitigate risk of internal & external theft and fraud. The role will focus on the various risk points within the process map working across the ILG estate, this includes our Leisure sites, Retail stores, eComm business, Suppliers and Distribution Third Party Contract. Reporting to the Group Head of Security, Risk and Safety the role will have many areas of interaction with the wider Group Risk Team and Retail Support Centre teams. Normal working hours are 37.5 per week to be worked between 08:00 - 18:00 (Mon - Fri) in agreement with the Head of department. Flexibility will be required to support the business as well as regular travel across the UK & Ireland.


As the Fraud Investigation Manager your responsibilities will include:

Review, manage and make recommendations of the transactions that are made through eComm.

Liaise with and manage our eComm fraud platforms to ensure we have the right balance of risk within the system.

Create reports to engage with the wider business.

To support retail and leisure sites in addition to liaising with courier companies and AG customer service to identify fraud risks and influence process change.

To scope, plan and execute adhoc projects in line with Group Risk team strategy.

Support Group Head of Security, Risk & Safety to deliver the Company Risk Strategy.

Build case files to present to law enforcement agencies to aid in successful convictions.

Manage and defend the chargeback process to ensure successful mitigation of chargebacks including Klarna and PayPal claims and disputes.

Monitor and highlight discrepancies within the V12 finance agreements.

Monitor CDO by reviewing replacements and refund transactions.

Monitor and investigate missing in transit and damaged parcels ensuring no fraudulent activity is occurring

Check staff discounts to ensure the company policy is being followed.

Liaise with customer service to ensure there any LIP abusers, damaged abusers, refund, and replacement abusers.

Liaise with customer service to identify any fraudulent refund activity.

Mange the end-to-end claim process with couriers ensuring we get the correct claims remittance

Reviewing Drop off shop reports from couriers.

Managing and conducting internal & external investigation

Candidate Requirements:

Experience of working in a retail environment that has a strong and effective eComm business

Competent in analysis of data and reporting findings

Attention to forensic detail and diligence

Ability to build rapport and communicate in a helpful way although with the potential to challenge thinking where opportunities exist

IT literate and competent in Microsoft Excel, Word and PowerPoint

Commercially aware and results orientated

Retain information with confidentiality

Excellent Planning skills

Excellent Communication skills including the ability to coach

Experience of working in a dynamic retail environment

Experience in managing difficult conversations

Experience of building and conducting investigations

Must hold a UK driving licence

What will you receive:

22 days holiday + bank holidays

A extra day off to celebrate your birthday!

Holiday purchase scheme

Employee discount for you, your family and your friends

Company incentives

Professional qualification & subscription support

Employee Assistance Programme

Life Assurance

Company Pension Scheme

Other fantastic benefits include; Reward scheme, Denplan, Cycle to work and more

This is a fantastic opportunity to join Europe's Largest golf retailer and support our ongoing growth as a market leader. If you are interested in this position apply today