At a Glance
- Tasks: Ensure passengers have valid tickets and manage fare evasion effectively.
- Company: Join a dynamic team focused on customer service and revenue protection.
- Benefits: Gain valuable experience in a fast-paced environment with potential for growth.
- Other info: Opportunity to develop teamwork skills and assist in training new starters.
- Why this job: Make a real difference in customer experience while tackling fraud head-on.
- Qualifications: Strong integrity, interpersonal skills, and previous customer service experience required.
The predicted salary is between 30000 - 40000 £ per year.
Responsibilities
- Supporting our business to ensure that all passengers have purchased the correct ticket type for their journey.
- 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.
- 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.
- 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 and 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 (4 months) employer: Thames Skills Academy
As a Revenue Protection Officer with us, you will be part of a dynamic team dedicated to ensuring a seamless travel experience for our passengers while upholding the highest standards of integrity and customer service. Our supportive work culture fosters professional growth, offering training opportunities and the chance to collaborate across departments, all within the vibrant setting of the Thames Clippers service network. Join us to make a meaningful impact in a role that not only protects revenue but also enhances the overall customer journey.
StudySmarter Expert Advice🤫
We think this is how you could land Revenue Protection Officer (4 months)
✨Tip Number 1
Get to know the company and its values before your interview. This will help you tailor your responses and show that you're genuinely interested in being part of the team. Plus, it gives you a chance to ask insightful questions!
✨Tip Number 2
Practice your customer service skills! Since this role involves interacting with passengers, think of scenarios where you might need to handle difficult situations. Role-playing with a friend can really help you feel more confident.
✨Tip Number 3
Be ready to discuss your experience with data analysis. The job requires investigating patterns in fare evasion, so come prepared with examples of how you've used data to solve problems in the past.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen on joining our team.
We think you need these skills to ace Revenue Protection Officer (4 months)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Revenue Protection Officer role. Highlight any previous customer service experience and your ability to handle tense situations with confidence.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've dealt with fare evasion or customer interactions in the past, and show off your great communication skills.
Showcase Your Analytical Skills:Since the role involves investigating patterns in fare evasion, mention any relevant experience you have with data analysis or record-keeping. We want to see how you can contribute to reducing fare evasion trends!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into the process smoothly. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Thames Skills Academy
✨Know Your Responsibilities
Make sure you understand the key 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 Interpersonal Skills
Since this role involves dealing with people from all backgrounds, be prepared to demonstrate your interpersonal skills. Think of examples from your past experiences where you've successfully managed tense situations or provided excellent customer service. This will highlight your ability to remain calm under pressure.
✨Prepare for Scenario Questions
Expect scenario-based questions during the interview. Practice how you would handle situations like encountering a fare evader or managing anti-social behaviour. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Familiarise Yourself with Data Protection
Since the role involves handling sensitive information, brush up on data protection principles. Be ready to discuss how you would ensure compliance while collecting contact details of fare evaders. This shows that you take integrity and honesty seriously, which is crucial for this position.
