About us
At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.
The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.
If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.
The role
As our National Online Fraud Investigator, you’ll be at the centre of protecting Halfords’ digital channels from external fraud across Halfords.com and our MOTO (telephone order) platform. With £440m of annual digital sales and over 16,000 transactions flowing through our systems every day, this is a high-impact role where the quality of your decisions directly protects revenue, prevents losses, and ensures genuine customers can transact smoothly. You’ll work hands-on with our fraud screening solution to spot suspicious behaviour, intervene quickly, and keep our digital platforms safe, fast and commercially strong.
You’ll thrive here if you’re highly analytical, naturally curious, and energised by spotting abnormal patterns hidden in large datasets. Your days will be spent analysing transaction behaviours, tuning and managing a complex 500-rule fraud engine, responding rapidly to emerging fraud attacks, and translating insight into precise rule changes that protect the business without blocking genuine customers. It’s a role with huge accountability where the right actions can generate millions in additional sales, while slow decisions can expose the business to significant loss. If you enjoy fast thinking, data-heavy work and the challenge of staying one step ahead of sophisticated fraudsters, you’ll excel.
You’ll be part of an award-winning Profit Protection function who have been winners of Retail Risk’s Fraud Team of the Year for four consecutive years, and are a close, highly collaborative team of investigators, commercial specialists and data experts. You’ll have visibility across the business and opportunities to partner with senior stakeholders and the police to combat fraud. For someone who wants real ownership, autonomy, and measurable impact on a national retail business, this is a standout opportunity.
Note: While this role is mostly remote, you may be required to attend our Support Centre in Redditch and travel to other national sites when required.
Key responsibilities
- Analyse large volumes of transactional data daily to identify suspicious activity, emerging fraud patterns and potential attacks.
- Manage and optimise the digital fraud-screening ruleset, adjusting thresholds and logic to balance fraud prevention with maximum sales conversion.
- Monitor and investigate fraudulent transactions across Halfords.com and MOTO channels, blocking fraudulent networks and preventing repeat attempts.
- Review chargebacks, reported frauds and bank feedback to update blocklists and strengthen preventative measures.
- Ensure fraud rules and interventions do not inadvertently disrupt genuine customer purchases, maintaining high approval and conversion rates.
- Act as a key point of escalation during high-risk fraud attacks, making rapid, accurate decisions to protect the business.
- Identify defects or issues across digital platforms and work with IT/Digital teams to resolve them and improve sales flow.
- Build strong working relationships with internal stakeholders including Profit Protection, Digital, IT, Retail/Garage Operations and Legal.
- Engage with external stakeholders such as Police, security partners and industry forums to share intelligence and best practice.
- Maintain up-to-date knowledge of criminal methods, digital fraud trends and Data Protection requirements.
- Contribute to continuous improvement of fraud tools, processes and reporting to enhance detection and maximise genuine sales.
About you
- Proven analytical capability, with experience interpreting large datasets and using Excel tools such as pivot tables, lookups and filters to identify patterns and anomalies.
- Demonstrated experience within retail or eCommerce environments, with an understanding of typical customer behaviours and product mixes.
- Strong judgement and decision-making capability, particularly in high-pressure situations where rapid action is required.
- Experience working cross-functionally with Digital, IT or Operations teams to resolve issues, improve processes or enhance platform performance.
- Evidence of strong stakeholder communication and influencing skills, including the ability to explain technical or complex risks clearly.
- Track record of planning, prioritising and managing workload independently in a fast-paced, data-driven environment.
- Familiarity with SQL, Alteryx or other data-mining tools would be beneficial, but not essential as we can offer training in these areas.
- Innovative mindset with a natural curiosity to explore new fraud-detection techniques, digital tools and ways to optimise performance.
Reward & benefits
- A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave.
- Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
- We offer hybrid working with a blend of working in our Support Centre and from home.
- You will have access to a wealth of employee discounts across the Halfords suite of products and services.
- Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.
Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
Note: While this role is mostly remote, you may be required to attend our Support Centre in Redditch and travel to other national sites when required.
