<\/span><\/span><\/div>
<\/span><\/span><\/div>
<\/span><\/span><\/div>
- Supporting our business to ensure that all passengers have purchased the correct ticket type for their <\/span>
<\/span> <\/span> <\/span> journey. This will include detecting and managing any fraudulent activity on board vessels and at piers.<\/span>
<\/span><\/span><\/li>- Collection of missed revenue and capture of relevant information. Keeping accurate and appropriate<\/span>
<\/span> <\/span> <\/span> records to enable us to monitor fare evasion and/or fraudulent activity.<\/span><\/span><\/li>- Through careful analysis of records, investigate any patterns in fare evasion and propose intervention methods required to resolve the issue.<\/span>
<\/span><\/span><\/li>- Assist other departments with internal audit requirements i.e., Stock for Catering and Customer Services. <\/span>
<\/span><\/span><\/li>- To maintain a high standard of customer care at all times.<\/span>
<\/span><\/span><\/li><\/ul><\/blockquote>
<\/span><\/span><\/div>MAIN ACTIVITIES<\/span> <\/span> <\/b>
<\/span><\/span><\/div>
<\/span><\/span><\/div>
- Undertake full inspection of tickets, always ensuring a high level of customer service, and effectively<\/span>
<\/span> managing passengers who are not in possession of a valid ticket. <\/span>
<\/span><\/span><\/span><\/li>- Collect fares and issue penalty charge notices; interview suspected fare evaders or those committing<\/span>
<\/span> fraudulent activity, and complete paperwork. <\/span>
<\/span><\/span><\/span><\/li>- Take appropriate follow -up actions with those committing fraudulent activity.<\/span>
<\/span><\/span><\/span><\/li>- Monitor the enforcement of our Pay Before You Travel (PBYT) policy by our teams.<\/span>
<\/span><\/span><\/span><\/li>- Follow internal processes to reduce the level of evasion and propose solutions to tackle fare evasion<\/span>
<\/span> trends.<\/span>
<\/span><\/span><\/span><\/li>- Manage serious and systematic fare evasion or fraud. E.g. Illegal production of, or sale of, Thames Clippers<\/span>
<\/span> tickets. Reporting and investigating as required.<\/span>
<\/span><\/span><\/span><\/li>- Assist with internal audits.<\/span>
<\/span><\/span><\/span><\/li>- Tackle and deter anti -social behaviour across the Thames Clippers service network. Excluding passengers<\/span>
<\/span> when necessary.<\/span>
<\/span><\/span><\/span><\/li>- Collecting contact details of fare evaders and working closely with Customer Communications team to<\/span>
<\/span> maintain records and follow up.<\/span>
<\/span><\/span><\/span><\/li>- Self -service kiosks maintenance for unmanned piers<\/span>
<\/span><\/span><\/span><\/li>- Assist with new starters training. <\/span>
<\/span><\/span><\/span><\/li>- Complete daily summary reports and update Discussions logs and communicate daily handovers.<\/span>
<\/span><\/span><\/span><\/li>- To assist the Customer Services team with delivery of a world -class service and always looking for<\/span>
<\/span> opportunities to improve the overall customer experience.<\/span>
<\/span><\/span><\/span><\/li>- Assist in developing and maintaining effective teamwork within departments and TBW office.<\/span>
<\/span><\/span><\/span><\/li><\/ul><\/blockquote>
<\/div><\/span>Requirements<\/h3>KEY SKILLS<\/b> <\/div><\/div> Essential<\/div>High standards of honesty and integrity.<\/span><\/li>Good interpersonal skills.<\/span><\/li>Confidence in dealing with people of all backgrounds and comfortable questioning people aboutsuspected offences, sometimes in tense situations. <\/span><\/li>Ability to remain calm under pressure.<\/span><\/li>Competent user of Microsoft Word and Excel.<\/span><\/li>Great written and communication skills to support preparation of reports<\/span><\/li>Previous experience in a face -to -face customer service role.<\/span><\/li>Attention to detail.<\/span><\/li><\/ul><\/blockquote><\/div> Desirable<\/div>To have attended a data protection course<\/span><\/li>SIA Licenses<\/span><\/li><\/ul><\/blockquote><\/div><\/span>
