Revenue Protection and Fraud Manager [31866]

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As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment we are looking to recruit a Revenue Protection and Fraud Manager, on a full time permanent basis based in Milton Keynes.

What does the job involve?

• Leading a team effectively to ensure they are using all available resources to identify and investigate railway fraud and digital fraud to recover lost revenue due to fraudulent activities.
• Provide regular reports
• Ensure WMTs compliance of the Penalty Fare process
• Conduct interviews with those suspected of travelling fraudulently under the terms of the Police & Criminal Evidence Act 1984
• Work on fraudulent cases that require to be prosecuted and attend court to give evidence in cases of travel fraud and fraudulent activity as West Midlands Trains representative.
• Work with colleagues to develop and implement an intelligence led response plan relating to ticketless travel, including most appropriate use of resource deployment.
• In collaboration with colleagues and in line with any agreed plans, minimise revenue losses from ticketless travel by undertaking specific revenue protection initiatives, including deployment to particular routes, blockades and following up persistent examples of fare evasion.
• When required, provide a revenue protection or customer service presence and/or manage others including third party agencies and contractors at special events such as football matches and music concerts by supplementing normal barrier ticket checks and providing additional presence at key points in the station.
• Play a key role in the management and delivery of multi-agency activities to reduce fare evasion, improve safety and security and improve levels of customer service provided. Other agencies will include the British Transport Police, safer travel teams and security contractors.
• Undertaking ticketless travel surveys and analysing the results, to support the business in understanding trends and characteristics of ticketless travel.
• Undertake on call duties as per the company on call process and procedures if required.

What skills and experience do I need to do the job?

• Leadership and management skills
• Experience of working in revenue protection, prosecution claims, or fraud investigation
• Understanding of West Midlands Trains operations, ticketing, and geography
• Knowledge of UK legislation relating to fraudulent activity (The Fraud Act 2006), with the ability to produce evidential case files using knowledge of legislation.
• Demonstrable experience of using data and insights to help build a profile of the claims you are investigating.
• Ability to present data & intel analysis into reports formulate strategic plans.
• IT literacy to include proficient use of Microsoft Word, Excel, Outlook and similar applications.
• Professionalism and excellent customer service, negotiation, and consultation skills
• Able to work independently without direct supervision.
• Excellent time management and personal administration
• High level numeracy and literacy skills
• Calm under pressure.
• Flexible and adaptable to respond to changing circumstances.
• Experience of working in a customer service and retail environment
• Excellent communication and influencing skills.
• Strong personal presence and effective ambassador for the West Midlands Trains brand

What are the salary and benefits?

• Salary - £50,000 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

Due to the volume of applications we receive the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

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.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.