Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond. That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in June 2019 and is now part of the FTSE 250.

Our culture is central to our success. We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality. It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.

We are looking for a Fraud Team Manager to work within our Edinburgh office, leading our team of Fraud Review Agents & Chargeback in managing Fraud levels across our platform. As Fraud Manager you will be responsible for managing and training a team of 7 individuals, each of whom are of a different skillset, experience and background. You will be responsible for managing Fraud Prevention across not only our UK market but our key European markets as well.

As Fraud Team Manager there is an expectation that you are proactive in asking the right questions to get the right balance between blocking fraud and ensuring genuine traffic can transact as frictionlessly as possible. Not only is the in-flow decision making important but the aftersales chargeback process is a key role within the team to help manage losses. On a wider level, you will work closely with Customer Services, Data & the Finance Teams to gather customer insights and channel these into our internal team processes to ensure we are making the right decisions on behalf of our customers, whilst also balancing risk. At times the Fraud Manager will be leading investigations that are fed into British Transport Police.

Responsibilities:

• Leading the team: You are responsible for setting the direction, goals, and priorities of the team. You should provide guidance, support, and motivation to help your team achieve its objectives.
• Planning and organizing: You need to plan and organize team projects and activities. This involves allocating resources, setting timelines, and coordinating with other teams and stakeholders.
• Managing team performance: You should monitor and evaluate your team's performance regularly. You should identify areas of improvement, provide feedback, and develop plans to enhance individual and team performance.
• Hiring and training: You are responsible for recruiting, hiring, and training new team members. You should ensure that your team has the necessary skills and expertise to perform its duties.
• Ensuring communication: You should promote effective communication within the team and with other stakeholders. You should foster a collaborative and inclusive environment where everyone feels heard and valued.
• Resolving conflicts: You should address conflicts and resolve disputes among team members. You should mediate conflicts and provide solutions that are fair and equitable for everyone involved.
• Budget management: You may be responsible for managing the team's budget. This involves ensuring that the team has the necessary resources to complete its projects and activities, and staying within the allocated budget.
• Representing the team: You may represent the team in meetings with other teams, clients, or stakeholders. You should be able to articulate your team's objectives and accomplishments, and negotiate on behalf of your team when necessary.

• Fraud investigation: Experience in conducting fraud investigations, including analyzing data and identifying suspicious transactions or activities.
• Fraud prevention: Experience in developing and implementing fraud prevention programs, including policies, procedures, and controls.
• Risk management: Experience in identifying and assessing fraud risks and developing strategies to mitigate them.
• Collaboration: Experience in collaborating with other departments, such as legal, IT, and finance, to develop and implement fraud prevention strategies.
• Leadership: Experience in leading and managing a team of fraud prevention specialists, including setting goals, providing feedback, and motivating team members.
• Communication: Strong communication skills, including the ability to communicate complex concepts to both technical and non-technical audiences.
   

Other Skills: 

• Leadership: You need to be an effective leader who can inspire, motivate, and guide team members towards achieving their goals. This involves setting a vision, establishing clear goals, and providing direction and support to the team.
• Problem-solving: You should be able to identify and solve problems effectively. This includes analyzing information, developing creative solutions, and making decisions based on data and insights.
• Planning and organization: You should have strong planning and organizational skills. This includes setting priorities, managing resources, and developing project plans that ensure timely completion of tasks and milestones.
• Coaching and development: You should be able to coach and develop team members to improve their performance and achieve their career goals. This involves providing feedback, setting development plans, and creating a supportive learning environment.
• Communication: Strong communication skills are critical for a team manager. You should be able to communicate effectively with team members, stakeholders, and senior management. This includes listening actively, providing feedback, and conveying complex information clearly and concisely.
• Interpersonal skills: A team manager should have strong interpersonal skills and be able to build effective relationships with team members and stakeholders. This includes being empathetic, collaborating effectively, and resolving conflicts in a constructive and positive manner.

The successful candidate will work within a hybrid model that involves 3 days minimum working in our Edinburgh office and 2 days that are optional for working remotely. Wednesday is a mandatory team day where all team members work from the office.
We are unable to accept applications from candidates who will be unable to commit to this working model

We regret that we are unable to sponsor applicants who are not currently eligible to work in the United Kingdom.

We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.