At a Glance
- Tasks: Lead the Passenger Host team at Gatwick, ensuring high standards and customer service.
- Company: GTR (Govia Thameslink Railway) is a leading transport provider in the UK.
- Benefits: Enjoy a full-time role with opportunities for growth and a supportive work culture.
- Why this job: Make a real impact on safety and customer satisfaction while developing your leadership skills.
- Qualifications: Mid-senior level experience in management or customer service is preferred.
- Other info: Join a dynamic team focused on innovation and community engagement.
The predicted salary is between 43200 - 72000 £ per year.
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Join to apply for the Revenue Protection Manager (3021) role at GTR (Govia Thameslink Railway)
Job Purpose
To provide strong, leadership and direction of our Passenger Host team based at Gatwick, delivering high standards, efficiency, and innovation whilst role modelling GTR\’s values and behaviours. Responsible for building and maintaining a culture where our safety and customer service priorities are at the heart of all decision making, and our colleagues are engaged and feel valued.
Revenue Protection Manager
Job Purpose
To provide strong, leadership and direction of our Passenger Host team based at Gatwick, delivering high standards, efficiency, and innovation whilst role modelling GTR\’s values and behaviours. Responsible for building and maintaining a culture where our safety and customer service priorities are at the heart of all decision making, and our colleagues are engaged and feel valued.
Working collaboratively with On Board and Stations colleagues to support the delivery of GTR\’s revenue protection strategy, ensuring excellent levels of customer service are delivered.
Key success criteria (Expected Outcomes)
- Delivery of our revenue protection plans, continually monitoring team performance against agreed performance measures and success criteria, taking local action where we are not meeting productivity targets.
- Foster a culture of ownership and empowerment for all Revenue Protection activities and teams, ensuring that all staff feel valued and possess the skills required to detect fraud, identify fare evasion, take proportional and appropriate action with those who evade the fare and keep our railway safe.
- A robust sustainable safety culture is introduced and developed which protects our customers and employees and significantly improves overall safety performance.
- Working in partnership with the wider CSD and the Commercial teams, support the delivery of the revenue protection tactical plans that underpin the agreed strategy to drive down revenue at risk.
- Ticketless travel objectives are met in line with DfT expectations.
- A team ethos is developed and strives to improve colleague engagement measured by our people metrics.
Key results area (How those Expected Outcomes will be achieved)
- Lead and motivate the team to deliver their role to support GTR\’s revenue protection plans, continually monitoring team performance against agreed performance measures and success criteria, taking local action where we are not meeting productivity targets.
- Deliver a high profile management style, being visible, monitoring standards & building relationships.
- Work closely with Rail Enforcement team and other stakeholders to reduce instances of anti-social behaviour on trains
- Develop a strong working relationship with the station and operations team to positively influence customer satisfaction.
- Develop the Passenger Host team to ensure that all staff possesses the skills required and act professionally at all times.
- Combat ticketless travel in line with revenue protection strategy by providing maximum cover on trains and Stations whilst adhering to budgetary and company policy.
- Deploy Passenger Hosts during disruption to meet the needs of the customer ensuring that all company standards are met.
- Demonstrate financial controls in delivering the allocated budget timescales.
- Take the leadership role in introducing a safety culture that addresses the acceptance of risk and introduces personal accountability and ownership of safety related issues.
- Work with the Trade Union to develop a positive working relationship.
Full JD attached.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Accounting/Auditing and Finance
-
Industries
Travel Arrangements and Truck Transportation
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Revenue Protection Manager (3021) employer: GTR (Govia Thameslink Railway)
Contact Detail:
GTR (Govia Thameslink Railway) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Revenue Protection Manager (3021)
✨Tip Number 1
Familiarise yourself with GTR's values and behaviours. Understanding their culture will help you align your leadership style with what they expect from a Revenue Protection Manager.
✨Tip Number 2
Network with current or former employees of GTR, especially those in similar roles. They can provide valuable insights into the company’s expectations and the challenges you might face.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams in high-pressure environments. Highlight your experience in fostering a culture of safety and customer service.
✨Tip Number 4
Research recent trends in revenue protection and ticketless travel within the rail industry. Being knowledgeable about current issues will demonstrate your commitment and readiness for the role.
We think you need these skills to ace Revenue Protection Manager (3021)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and expectations of the Revenue Protection Manager position. Familiarise yourself with GTR's values and how they align with your own leadership style.
Tailor Your CV: Highlight relevant experience in leadership, customer service, and revenue protection in your CV. Use specific examples that demonstrate your ability to foster a culture of safety and engagement within a team.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and your understanding of GTR's mission. Discuss how your skills and experiences make you the ideal candidate to lead the Passenger Host team effectively.
Showcase Your Achievements: In both your CV and cover letter, include quantifiable achievements that reflect your success in previous roles. This could be improvements in team performance, customer satisfaction scores, or successful implementation of safety initiatives.
How to prepare for a job interview at GTR (Govia Thameslink Railway)
✨Understand GTR's Values
Before the interview, make sure you are familiar with GTR's values and behaviours. Demonstrating how your leadership style aligns with their culture will show that you are a good fit for the Revenue Protection Manager role.
✨Showcase Your Leadership Experience
Prepare examples from your past roles where you successfully led a team, particularly in high-pressure situations. Highlight how you motivated your team to achieve targets and maintain high standards of customer service.
✨Discuss Safety Culture
Be ready to talk about your understanding of safety culture and how you would implement it within the Passenger Host team. Share any relevant experiences where you promoted safety and accountability in previous positions.
✨Prepare for Scenario Questions
Expect scenario-based questions related to revenue protection and customer service. Think through how you would handle situations like fare evasion or anti-social behaviour on trains, and be prepared to discuss your thought process.