Revenue Protection & Security Manager [various NEW]

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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, these consist of 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. And sometimes work on our gatelines (or ticket barriers) helping station colleagues carry out ticket checks. Working collaboratively with other departments and external stakeholders and train companies in order to achieve the company 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, bank holidays.
• You will work to a roster; some flexibility is required.
• You'll need to be on your feet throughout your shift and ready to work, whatever the weather, some part of the shift can be working outside all year round.

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 where you've had to deal with conflicts or confrontation
• 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.
• Work well as a part of a team

Accountabilities (See attached JD for full responsibilities)

• To Minimise ticketless travel, promote the purchase of tickets before travel, and gather additional revenues by travelling throughout the West Midlands Trains network, checking tickets and intervening when examples of ticketless travel are identified.
• Identify where and when ticketless travel is happening on the network by gathering and analysing information from personal observation, reviewing ticketless travel surveys and talking to passengers and colleagues.
• Investigate instances of fraudulent travel based on information received, and take appropriate action to minimise loss of revenue and reduce the risk of further fraudulent behaviour.
• Work with colleagues to develop and implement a plan that responds to the intelligence that is coming in about ticketless travel, including where and when to focus resources and the most appropriate forms of 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.
• Supporting the safety of customers who may have special requirements for many various reasons, under the influence, situations where they are at risk of harm.

Knowledge and experience you will bring:

• Confident communicator
• Able to keep calm under pressure
• Confident in analysis of information/reports
• Strong planning skills
• The ability to investigate ticketless travel causes and the source of fraudulent travel
• IT literacy to include proficient use of Microsoft Word, Excel, Outlook and similar applications (Basic level)
• 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 covered
• Prepared to work unsociable hours - weekends and evenings
• 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 - £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 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.