Revenue Protection & Security Manager [various NEW]

Greater Anglia; Milton Keynes; On-site; GBP 41,000; Full time

Job description

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Revenue Protection and Security Manager

Duration: Permanent Full-Time
Grade: PM1
Various Locations: Birmingham New Street, Milton Keynes & Crewe (Please specify on your application which location you would be interested in).
Hours: 37.5 per week

The Role:

This is an interesting and varied role that has a big impact. Working with customers to identify, manage and prevent fare evasion and fraudulent activities. Working with customers to help and support them with their journey.

We are seeking Revenue Protection & Security Managers who will plan and undertake a range of intelligence-led revenue protection, including inspecting passengers' tickets and collecting fares from those who haven't paid. You'll interview suspected fare evaders, fill out forms and process related paperwork. You will also work on our gatelines (or ticket barriers) helping station colleagues carry out ticket checks. This role requires collaboration with other departments, external stakeholders, and train companies to achieve the company's objectives for minimising ticketless travel and improving customer satisfaction measures.

Your Training:

• You'll complete a mix of classroom-based and on-the-job learning, covering everything from functional skills to conflict management.

Your Shifts:

• You will work a varied shift pattern, which includes weekends and bank holidays.
• Flexibility is required as you will work to a roster.
• You must be prepared to be on your feet throughout your shift, including working outside in various weather conditions.

The Experience You'll Need:

You don't need railway experience to do this role. We're looking for people from all backgrounds to join our team.

All you need is:

• Excellent verbal and written communication skills
• Experience working directly with customers, ideally in conflict or confrontation situations
• Experience taking payments and handling cash
• Good decision-making and calmness under pressure
• The ability to be resilient, assertive, and remain professional in all situations
• The ability to use your own initiative and work well in a team
• The skills to evaluate and interpret information and make appropriate decisions.

Accountabilities:

• Minimise ticketless travel, promote ticket purchases, and gather additional revenues by checking tickets and intervening when ticketless travel is identified.
• Identify where and when ticketless travel is happening by gathering and analysing information from personal observation, ticketless travel surveys, and discussions with passengers and colleagues.
• Investigate instances of fraudulent travel based on received information and take appropriate action to minimise revenue loss.
• Work with colleagues to develop and implement plans that respond to intelligence about ticketless travel.
• Minimise revenue losses from ticketless travel by undertaking specific revenue protection initiatives.
• Provide a revenue protection or customer service presence at special events, including managing third-party agencies and contractors.
• Support the safety of customers who may have special requirements or are at risk of harm.

Knowledge and Experience You Will Bring:

• Confident communicator
• Able to keep calm under pressure
• Confident in analysing information/reports
• Strong planning skills
• The ability to investigate causes of ticketless travel and fraudulent activities
• IT literacy, including proficient use of Microsoft Word, Excel, and Outlook
• Professionalism and excellent customer service skills
• Able to work independently without direct supervision
• Excellent time management and personal administration
• Numeracy and literacy skills
• Understanding of West Midlands Trains operations, ticketing, relevant legislation, and geography
• Prepared to work unsociable hours, including weekends and evenings
• Flexible and adaptable to changing circumstances
• Experience in a customer service and retail environment
• Excellent communication and influencing skills
• Strong personal presence and effective ambassador for the West Midlands Trains brand

Salary and Benefits:

• Salary - £40,420 per annum + benefits
• Defined Benefit pension - one of the best in the UK
• Free travel on all our trains and those of other train companies within our parent group company for you, your partner, and any dependent children
• 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities

Applications will be considered from colleagues with 6 months experience in the current role and a full check of absence and disciplinary records.

We reserve the right to withdraw this advert at any time due to high volumes of applications (please submit your application as early as possible to avoid disappointment).

As an inclusive employer, we welcome applications from all backgrounds and ensure no one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief, and sexual orientation.