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- Tasks: Ensure passengers have valid tickets and manage fare evasion effectively.
- Company: Join a dynamic team dedicated to customer service and revenue protection.
- Benefits: Flexible part-time hours, competitive pay, and opportunities for personal growth.
- Other info: Work in a supportive environment with training and teamwork opportunities.
- Why this job: Make a real difference in customer experience while tackling fraud and fare evasion.
- Qualifications: Strong integrity, good communication skills, and previous customer service experience.
The predicted salary is between 12 - 15 £ per hour.
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. 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. Through careful analysis of records, investigate any patterns in fare evasion and propose intervention methods required to resolve the issue. Assist other departments with internal audit requirements i.e., Stock for Catering and Customer Services. 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 and issue penalty charge notices; 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 behaviour across the Thames Clippers service network, excluding passengers when necessary.
- Collecting contact details of fare evaders and working closely with the 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.
Requirements – Key Skills
- 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.
- To have attended a data protection course.
Revenue Protection Officer (12 hours part time) employer: Thames Skills Academy
Contact Detail:
Thames Skills Academy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Revenue Protection Officer (12 hours part time)
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Thames Clippers. Understanding their values and how they operate will help you connect with the interviewers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your customer service skills! Since this role involves a lot of interaction with passengers, think of examples from your past experiences where you've handled difficult situations or provided excellent service. Be ready to share these stories during your interview.
✨Tip Number 3
Show off your analytical side! The job requires investigating fare evasion patterns, so be prepared to discuss any relevant experience you have with data analysis or problem-solving. This will demonstrate your ability to tackle challenges head-on.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to keep yourself fresh in their minds and shows your enthusiasm for the position.
We think you need these skills to ace Revenue Protection Officer (12 hours part time)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Revenue Protection Officer role. Highlight your experience in customer service and any relevant skills that match the job description, like handling tense situations or managing records.
Show Off Your Skills: Don’t forget to showcase your interpersonal skills and your ability to stay calm under pressure. We want to see how you’ve dealt with challenging situations in the past, so share specific examples that demonstrate your capabilities.
Be Honest and Clear: Since honesty and integrity are key for this role, make sure your application reflects that. Be straightforward about your experiences and skills, and don’t shy away from discussing any challenges you've faced and how you overcame them.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Thames Skills Academy
✨Know the Role Inside Out
Make sure you thoroughly understand the responsibilities of a Revenue Protection Officer. Familiarise yourself with ticket inspection processes, fare evasion trends, and how to handle customer interactions. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role involves a lot of face-to-face interaction, be prepared to discuss your previous customer service experiences. Think of specific examples where you maintained high standards of service, especially in challenging situations. This will demonstrate your ability to handle tense encounters with ease.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific situations, such as dealing with fare evaders or managing anti-social behaviour. Practise your responses to these scenarios, focusing on your problem-solving skills and ability to remain calm under pressure. This will show that you can think on your feet.
✨Highlight Your Analytical Skills
The job requires careful analysis of records to identify patterns in fare evasion. Be ready to discuss any experience you have with data analysis or reporting. If you can, bring examples of how you've used data to propose solutions in past roles, as this will align perfectly with the job's requirements.