Revenue & Security Manager New Street [31148]

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Revenue Protection and Security Manager

Duration: Permanent Full-Time
Grade: PM1
Location: Birmingham New Street
Hours: 37 per week

The Role:

We are seeking a Revenue Protection & Security Manager who will Plan and undertake a range of intelligence-led revenue protection, security, and customer service responsibilities across the West Midlands Trains network in order to achieve the company objectives for minimising ticketless travel and improving customer satisfaction measures.

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.

Knowledge and experience you will bring:

• 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
• Professionalism and excellent customer service skills
• Able to work independently without direct supervision
• Excellent time management and personal administration
• Numeracy and literacy skills at A Level standard or equivalent
• Understanding of West Midlands Trains operations, ticketing, relevant legislation and geography covered
• Prepared to work unsociable hours - weekends and evenings
• 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 - £38,679 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.