KEY
ACCOUNTABILITIES<\/span> <\/span> <\/b>
<\/span><\/span><\/div>
<\/span><\/span><\/div>
<\/span><\/span><\/div>
ACCOUNTABILITIES<\/span> <\/span> <\/b>
<\/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>RequirementsKEY SKILLS EssentialHigh standards of honesty and integrity.Good interpersonal skills.Confidence in dealing with people of all backgrounds and comfortable questioning people aboutsuspected 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 reportsPrevious experience in a face -to -face customer service role.Attention to detail. DesirableTo have attended a data protection courseSIA Licenses
