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For Companies At a Glance
- Tasks: Manage a team ensuring fair treatment of passengers and ticket compliance.
- Company: First Bus is a key player in Scotland's public transport, committed to community service.
- Benefits: Enjoy discounts, free travel for family, flexible working, and 25 days holiday.
- Why this job: Join a supportive team focused on customer service and community impact.
- Qualifications: Strong numerical skills, customer service experience, and ability to work under pressure.
- Other info: Open to diverse backgrounds; background checks are part of the recruitment process.
The predicted salary is between 36000 - 60000 £ per year.
First Bus has a fantastic opportunity for a Revenue Protection Manager to join our Scotland team on a full-time permanent basis. You will be based from either one of our Glasgow depots or our Aberdeen depot. Reporting to the National Revenue Protection Manager, the successful candidate will play a central role in improving and maintaining a service that forms a vital part in the Scottish community.
You will manage your local team to strive to uphold the high standards of First Bus at all times but particularly when dealing with our customers face to face. Requirement to work flexibly as role includes both early and late finishes along with weekend and bank holiday shifts. You will also be required to travel to all locations across the Scotland bus network. Occasional travel to other areas within the Business Unit may also be required.
The Day to Day
- Undertake day to day management of a small team of revenue protection officers across the local business unit.
- Protect our revenue and ensure that all our fare paying passengers are fairly treated.
- Ensure that drivers are issuing appropriately priced tickets and that customers travelling on buses are in possession of a valid ticket or pass.
- Withdraw fraudulently used passes or tickets from passengers and complete appropriate withdrawal paperwork.
- Accurately record details of all buses boarded and ticket checks carried out and to report irregularities found.
- Interact with both passengers and drivers in a friendly, calm and professional manner, offering assistance when required.
- Provide excellent customer service both on buses, on street and at bus stations / interchanges.
- Issue the appropriate notices to passengers found without possession of a valid ticket or pass.
- Liaise with Depot Managers, Police and external stakeholders as necessary.
- Undertake any additional duties as requested by the Revenue Protection Manager.
- Undertake your duties in a friendly, calm and professional manner.
We'd Love You to Bring
- Excellent numerical skills.
- Excellent understanding of written and spoken English.
- Time management.
- Ability to work on own initiative.
- Experience in working within a small, effective team.
- Good knowledge of Microsoft Office and Android mobile apps.
- Proven experience of working in a customer facing environment.
- Ability to work in stressful situations maintaining a calm and professional approach.
- Flexible approach to working patterns.
- Excellent communication skills.
Desirable:
- Previous revenue protection experience.
- Previous supervisory experience.
- Knowledge of Scotland bus network.
- Ability to create and embed new ideas and take ownership for that action.
- Experience of writing and submitting reports.
- Experience in confrontation management.
- Ability to interpret data and understand fraud hotspots.
Benefits
- First Xclusives discount scheme: You and your family & friends can benefit from over 3,000 offers on high street & leisure brands.
- Free travel on our buses for you and your family.
- £6 all-day train travel for you and your family on Great Western Railway, South Western Railway, Avanti, Hull Trains.
- Cycle to work scheme.
- 25 days' holiday + bank holidays.
- Pension scheme and chance to buy discounted First Group shares.
- Flexible working.
We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.
Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.
Applicants are advised that background checks will be conducted as a standard part of our recruitment process.
Revenue Protection Manager employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Revenue Protection Manager
✨Tip Number 1
Familiarise yourself with the Scotland bus network. Understanding the routes, key locations, and common issues faced by passengers will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Highlight your customer service experience. Since this role involves interacting with passengers and drivers, be prepared to share specific examples of how you've successfully handled difficult situations or provided excellent service in the past.
✨Tip Number 3
Showcase your leadership skills. As a Revenue Protection Manager, you'll be managing a small team. Be ready to discuss any previous supervisory roles or experiences where you've led a team effectively, even if it was in a different context.
✨Tip Number 4
Prepare for questions on conflict resolution. Given the nature of the job, you may face confrontational situations. Think of examples where you've managed conflicts calmly and professionally, as this will be crucial in demonstrating your suitability for the role.
We think you need these skills to ace Revenue Protection Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Revenue Protection Manager position. Tailor your application to highlight how your skills and experiences align with these expectations.
Highlight Relevant Experience: Emphasise any previous experience in revenue protection, customer service, or team management. Use specific examples to demonstrate your ability to handle stressful situations and maintain professionalism.
Showcase Your Skills: Make sure to mention your excellent numerical skills, time management abilities, and proficiency in Microsoft Office and Android apps. These are essential for the role and should be clearly outlined in your CV and cover letter.
Craft a Strong Cover Letter: Write a compelling cover letter that not only introduces yourself but also explains why you are passionate about the role and how you can contribute to First Bus. Be sure to convey your understanding of the importance of customer service and community engagement.
How to prepare for a job interview at First Group
✨Showcase Your Customer Service Skills
As a Revenue Protection Manager, you'll be interacting with passengers and drivers regularly. Be prepared to share examples of how you've provided excellent customer service in previous roles, especially in stressful situations.
✨Demonstrate Your Numerical Proficiency
Since the role requires excellent numerical skills, brush up on your ability to interpret data and understand fare structures. You might be asked to solve a problem or analyse a scenario during the interview.
✨Highlight Your Team Management Experience
You'll be managing a small team, so it's crucial to discuss your previous supervisory experience. Share specific instances where you successfully led a team, resolved conflicts, or implemented new ideas.
✨Familiarise Yourself with the Scotland Bus Network
Having knowledge of the local bus network will give you an edge. Research the routes, key locations, and any recent changes in the service. This shows your commitment and readiness for the role.
