Customer Service Incident Coordinator (Identity Protection)

Location: Contractual remote in the United Kingdom; Tuesday–Saturday shift pattern with occasional in-person attendance at work-related events.

Company

hirify.global is a global information and insights company whose Sontiq business helps consumers affected by identity theft, fraud, and data breaches protect and restore their identities.

What you will do

• Interview customers and clients about suspected or confirmed fraud, data breaches, and identity theft.
• Analyse information, assess incident severity, and determine appropriate assistance or remediation.
• Provide multilingual customer support, explain available services, and manage expectations during sensitive situations.
• Coordinate communications, meetings, escalations, updates, and remediation activities with customers, clients, internal specialists, and external stakeholders.
• Gather and preserve statements, affidavits, evidence, correspondence, and other documentation for incident resolution.
• Maintain case records, coordinate document transfers and mailings, monitor progress, report trends, and close resolved incidents.

Requirements

• Fluency in Arabic, French, and English, with strong written and verbal communication skills.
• Experience in a client-facing or customer service environment, including support during sensitive or high-pressure situations.
• Ability to analyse information, solve problems, prioritise multiple tasks, and meet deadlines with limited supervision.
• Strong interpersonal, listening, organisational, collaboration, and attention-to-detail skills.
• Proficiency with Microsoft Office and customer, claims, client, or incident-management systems.
• Ability to coordinate secure data and document transfers and learn business systems used for support, reporting, and case management.

Culture & Benefits

• Remote working with flexibility policies supporting work-life balance.
• 26 days of annual leave plus bank holidays, increasing with service.
• Global paid wellness days and an additional birthday day off.
• Contributory pension scheme and access to the Employee Stock Purchase Plan.
• Private healthcare, wellbeing programmes, mindfulness tools, and diversity communities.
• Training and development opportunities, with reasonable adjustments available during recruitment.

Hiring process

• Most recruitment stages are conducted virtually by phone and video.
• An in-person interview may be required, with details provided by the recruiter.