Revenue Protection Officer

Job Description

Location: Trinity Buoy Wharf

Contract Type: Full-time

Closing Date: 29 March 2024

Salary: Competitive

Hours of Work: 42

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KEY ACCOUNTABILITIES:

1. Supporting our business to ensure that all passengers have purchased the correct ticket type for their journey. This will include detecting and managing any fraudulent activity on board vessels and at piers.
2. Collection of missed revenue and capture of relevant information. Keeping accurate and appropriate records to enable us to monitor fare evasion and/or fraudulent activity.
3. Through careful analysis of records, investigate any patterns in fare evasion and propose intervention methods required to resolve the issue.
4. Assist other departments with internal audit requirements i.e., Stock for Catering and Customer Services.
5. To maintain a high standard of customer care at all times.

MAIN ACTIVITIES:

• Undertake full inspection of tickets, always ensuring a high level of customer service, and effectively managing passengers who are not in possession of a valid ticket.
• Collect fares; interview suspected fare evaders or those committing fraudulent activity, and complete paperwork.
• Take appropriate follow-up actions with those committing fraudulent activity.
• Monitor the enforcement of our Pay Before You Travel (PBYT) policy by our teams.
• Follow internal processes to reduce the level of evasion and propose solutions to tackle fare evasion trends.
• Manage serious and systematic fare evasion or fraud. E.g. Illegal production of, or sale of, Thames Clippers tickets. Reporting and investigating as required.
• Assist with internal audits.
• Tackle and deter anti-social behavior across the Thames Clippers service network. Excluding passengers when necessary.
• Collecting contact details of fare evaders and working closely with Customer Communications team to maintain records and follow up.
• Self-service kiosks maintenance for unmanned piers
• Assist with new starters training.
• Complete daily summary reports and update Discussions logs and communicate daily handovers.
• To assist the Customer Services team with delivery of a world-class service and always looking for opportunities to improve the overall customer experience.
• Assist in developing and maintaining effective teamwork within departments and TBW office.

KEY SKILLS:

Essential

• High standards of honesty and integrity.
• Good interpersonal skills.
• Confidence in dealing with people of all backgrounds and comfortable questioning people about suspected offences, sometimes in tense situations.
• Ability to remain calm under pressure.
• Competent user of Microsoft Word and Excel.
• Great written and communication skills to support preparation of reports
• Previous experience in a face-to-face customer service role.
• Attention to detail.

Desirable

• To have attended a data protection course
• SIA Licenses