📍 Cardiff| 🏢 3 Days per week in office

Support Services/Customer Operations 🚀

Our Support Services team are the unsung heroes of Customer Operations. From Operational Excellence to Training and Onboarding, to Planning, Scheduling and Real Time Analysis, they make sure the operation continues to run smoothly and optimally. Day to day they figure out how we navigate change, shape how new starters learn the ropes and make sure we have the right people available to service our customers at the busiest times. 

What You’ll Be Doing 🗃️

You will own the design and delivery of training across our financial crime, fraud, and disputes teams. You will translate legal and regulatory requirements along with evolving fraud typologies into clear, practical training that equips frontline colleagues to identify, prevent, and handle financial crime, fraud, and disputes cases correctly and compliantly. This role also involves creating, maintaining, and updating shared knowledge and departmental documentation, ensuring our frontline teams are supported with accurate, timely, and compliant information that is the foundation for all training efforts.

• Design and deliver training programmes covering financial crime, fraud, and disputes for new hires and existing Customer Support colleagues, ensuring they are equipped to identify and handle cases in line with legal, regulatory and internal requirements.
• Develop, deliver, and facilitate engaging and impactful training sessions and workshops on fraud typologies, financial crime risks, disputes handling and related process or policy updates.
• Collaborate closely with stakeholders to identify training needs and translate complex regulatory and operational requirements into training materials.
• Manage the end-to-end content lifecycle of all financial crime, fraud, and disputes training materials, shared knowledge assets, and departmental documentation, ensuring they are accurate, up-to-date, and serve as the single source of truth for Customer Operations.
• Maintain strict documentation and sign-off protocols for all training and operational assets to ensure full compliance with internal and regulatory expectations. 
• Evaluate the effectiveness of training programmes using performance metrics, feedback, quality assessments, and case outcomes to drive continuous improvement.
• Keep up to date with emerging fraud trends, financial crime typologies, and regulatory change, and update training content accordingly.
• Have flexibility in working hours to ensure that there is full coverage for training delivery and front line support duties.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Proven experience in a Learning & Development or Real-Time Coaching role, with exposure to financial crime, fraud, or disputes within a fast-paced Customer Operations environment.
• Good working knowledge of financial crime, fraud typologies, and disputes handling.
• Exceptional ability to simplify complex regulatory and operational processes into clear, engaging, and compliant training materials.
• Highly organised with a proven ability to manage multiple document updates and stakeholder sign-offs simultaneously while adhering to strict timelines.
• Ability to build relationships across multiple stakeholders, including Financial Crime, Fraud, Disputes, and Compliance teams, to ensure the best quality service is delivered.
• Experience utilising performance and feedback metrics to evaluate training effectiveness and drive continuous programme improvement.
• An adaptable, pragmatic and resilient individual with a hands-on approach to problem solving.

Interview Process 🤝

• Stage 1: 30 minutes with a Talent Partner
• Stage 2: 60 minutes with someone from our Training team
• Stage 3: 60 minutes with our Head of Fraud and Financial Crime

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.