About The Role

RFVS provides initial assessment to the victims needs when referred from Report Fraud, and commission a range of services to support identified needs. This will include the accurate recording of all contacts and actions taken with victims referred to RFVS, ensuring that these are documented on management information systems, to ensure that the needs of victims are met in this process, and that the primary objectives of RFVS are achieved in this in that they feel safer following engagement and are less likely to become a repeat victim.

This role will primarily be to provide continued support to victims of fraud and cybercrime. The role requires the post holder to have the ability to display empathy and appreciation of victim needs, supporting them in coping with the initial trauma and wider implications of being a victim of fraud. The post holder will have the ability and experience to identify additional needs while communicating with victims over the telephone utilising THRIVE+ and National Decision Model (NDM).

Responsibilities

In this role, you will:

• Support a customer focused service by building and maintaining effective relationships with potentially vulnerable victims by telephone.
• Record all contact with victims securely and in confidence, and in accordance with processes in place, adhere to organisational procedures.
• Ensure that the appropriate advice, support and referral are given to victims of fraud and cybercrime.
• Manage the progression of follow up contact on the appropriate databases, to check that the service provided has been delivered appropriately or if there are any new service needs.
• Communicate with external agencies such as Victim Support, Age UK, Samaritans and Trading Standards etc to discuss and progress victim support issues as appropriate.

Requirements

Your application will be scored against the criteria listed below for shortlisting. Please give examples and evidence your ability, knowledge and experience against the points below in your application.

• Previous experience of working with victims of crime on a one-to-one basis in a support role via the telephone or face to face.
• Ability to evaluate information gleaned from victims of crime and assess immediate service needs and appropriate support routes, providing a clear rationale.
• Excellent oral communication skills with the ability to conduct conversations with victims of crime with tact and sensitivity and provide advice to members of the public and colleagues on victim support policies, procedures and processes.
• Proven administrative planning and organisational skills as well as effectively prioritising a changing workload.
• An awareness of fraud offences and terminology.

If you would like to discuss the role, please contact: fiona.scaife@cityoflondon.police.uk

Selection Process

As part of the initial application process, you will be asked to evidence how your experience, skills, and knowledge align with the points listed above in the ‘Requirements Section.’

The application and interview will be tested under Level 1 of the College of Policing Competency and Values Framework.

Applicants who fail to address the skills/knowledge/experience of the job description will not be considered.

The closing date for applications is 2nd October 2026 at 23:59.

Following shortlisting, successful candidates will be invited to attend a competency-based interview, to be held week commencing 12th or 19th of October 2026.

We strive to ensure all our information and services are accessible to and useable by everyone. If you would like to receive any information in a different way, would like us to do anything differently to help you apply for our roles, or have any other questions, please get in touch with HR via hrservices@cityoflondon.police.uk