Customer Service Advisor - Fraud & Risk in Northampton

Reports to: Head of Customer Retention & Experience

Cernucci is an urban jewellery and streetwear brand, and we’re looking for a Customer Service Advisor -Fraud & Risk to join our Customer Experience team.

If you enjoy investigating problems, spotting patterns and using evidence to make decisions, this is an opportunity to make a direct impact on our business and customer experience.

About the role

You’ll take ownership of our day-to-day fraud investigations, chargebacks, payment disputes and shipping protection claims, helping us reduce avoidable losses while ensuring genuine customers receive a fair and efficient service.

Reporting to our Head of Customer Retention & Experience, you’ll work closely with Customer Experience, Finance, Operations and our warehouse and delivery partners. You’ll also monitor and improve our fraud prevention platform, SEON, identifying opportunities to strengthen controls and reduce unnecessary order cancellations.

You’ll need to understand the commercial impact of your decisions: protecting Cernucci from fraud while helping genuine customers shop with confidence.

What you’ll be doing

Chargebacks and payment disputes

• Investigating and managing disputes across Shopify Payments, PayPal, Klarna and other payment providers.
• Gathering transaction records, customer communications and delivery evidence to prepare accurate submissions within provider deadlines.
• Working with internal teams to resolve potential disputes early where appropriate.
• Monitoring dispute reasons, chargeback rates, win rates and financial losses, recommending ways to improve results.

Shipping protection claims

• Investigating claims involving lost, stolen, damaged or undelivered parcels.
• Reviewing claims against protection terms, tracking information and delivery evidence.
• Working with couriers and warehouse partners to resolve discrepancies.
• Identifying repeated or suspicious claims while ensuring genuine claims are handled fairly and promptly.

Fraud reviews and investigations

• Reviewing flagged and cancelled orders, using transaction data, customer histories and fraud indicators to assess risk.
• Investigating suspected refund abuse, repeated delivery claims, multiple accounts and unusual purchasing behaviour.
• Acting as the main contact for fraud escalations from Customer Service colleagues.
• Making evidence-based decisions within agreed authority limits and escalating complex or high-value cases.
• Keeping clear records of investigations, evidence and actions taken.

SEON monitoring and improvement

• Monitoring SEON’s day-to-day performance and investigating changes in fraud scores, order void rates and cancellations.
• Reviewing, testing and improving fraud rules within agreed approval processes.
• Identifying false positives where genuine customers have been incorrectly flagged or blocked.
• Recording rule changes and assessing their impact on fraud losses, conversion and customer experience.

Reporting and continuous improvement

• Producing regular reporting on chargebacks, claims, cancellations and fraud-related losses.
• Identifying emerging risks and recommending practical improvements.
• Helping develop clear investigation procedures and guidance for the wider Customer Experience team.
• Handling sensitive customer and payment information securely and confidentially.

About you

You’ll be naturally curious, comfortable working with data and confident asking questions when something doesn’t look right. You’ll approach investigations objectively and communicate sensitively with customers and colleagues.

To be successful in this role, you’ll have:

• Experience in ecommerce customer service or a similar environment.
• Strong attention to detail and excellent investigative and problem-solving skills.
• An analytical approach, with the ability to identify patterns in transactions and customer behaviour.
• Good organisational skills and the ability to manage competing priorities and deadlines.
• Clear written communication and accurate record-keeping.
• Confidence using spreadsheets, reports and customer service systems.
• Sound judgement and the ability to balance business protection with fair customer outcomes.
• A proactive approach to learning and improving processes.
• The ability to work independently and collaboratively across teams.

Experience in fraud prevention, chargebacks, payment disputes or delivery investigations would be an advantage. Familiarity with SEON, Shopify, Gorgias, payment provider dashboards and customer data protection requirements would also be useful.

What success looks like

You’ll bring consistency, clear evidence and commercial insight to how we manage fraud and risk.

Your success will be measured through timely investigations and dispute submissions, stronger chargeback outcomes, reduced avoidable losses and effective fraud rules. Alongside this, you’ll help reduce unnecessary cancellations and ensure genuine customer claims are resolved fairly.

Why work for Cernucci?

Our people shape our culture. We value individuality, welcome ideas and give people opportunities to take ownership and make a difference.

Our benefits include:

• 33 days’ annual leave, including bank holidays
• Matched pension contributions of 5% through salary exchange
• Enhanced family-friendly policies
• Employee Assistance Programme

We welcome applications from people of all backgrounds, identities and experiences. Please let us know if you need any adjustments during the recruitment process.

If you’re ready to bring your investigative skills and customer focus to Cernucci, we’d love to hear from you.

We’re not working with agencies on this role. Please do not submit speculative CVs.

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