Revenue Protection & Security Manager

This is an interesting and varied role that has a big impact. You will work with customers to help and support them with their journey as well as identify, manage and prevent fare evasion and fraudulent activities. We are recruiting 9 Revenue Protection & Security Managers who will be based out of Milton Keynes and cover the London Northwestern and West Midlands Railway route. You will plan and undertake a range of intelligence-led revenue protection, which consists of inspecting passengers’ tickets and collecting fares from those who haven’t paid. You’ll interview suspected fare evaders, fill out forms and process related paperwork and sometimes work on our gate lines (or ticket barriers) helping station colleagues carry out ticket checks. You will work collaboratively with other departments, external stakeholders and train companies in order to achieve the company objectives for minimising ticketless travel and improving customer satisfaction measures.

Your training

You’ll complete a mix of classroom-based and on-the-job learning, covering everything from functional skills to conflict management.

Your shifts

You will work a varied shift pattern, which includes weekends and bank holidays covering first to last train services. You will work to a roster; some flexibility is required. You’ll need to be on your feet throughout your shift and ready to work, whatever the weather. If your application is successful, you will be invited to an assessment day, scheduled to take place on Wednesday 24th June.

Key Responsibilities

• To minimise ticketless travel, promote the purchase of tickets before travel, and gather additional revenues by travelling throughout the WM Trains network, checking tickets and intervening when examples of ticketless travel are identified.
• Identify where and when ticketless travel is happening on the network by gathering and analysing information from personal observation, reviewing ticketless travel surveys and talking to passengers and colleagues.
• Investigate instances of fraudulent travel based on information received, and take appropriate action to minimise loss of revenue and reduce the risk of further fraudulent behaviour.
• Work with colleagues to develop and implement a plan that responds to the intelligence that is coming in about ticketless travel, including where and when to focus resources and the most appropriate forms of deployment.
• In collaboration with colleagues and in line with any agreed plans, minimise revenue losses from ticketless travel by undertaking specific revenue protection initiatives, including deployment to particular routes, blockades and following up persistent examples of fare evasion.
• When required, provide a revenue protection or customer service presence and/or manage others including third party agencies and contractors at special events such as football matches and music concerts by supplementing normal barrier ticket checks and providing additional presence at key points in the station.
• Supporting the safety of customers who may have special requirements for many various reasons, under the influence, situations where they are at risk of harm.

Skills, Knowledge and Expertise

• Excellent verbal and written communication skills.
• Experience working directly with customers, ideally where you’ve had to deal with conflicts or confrontation.
• Experience in taking payments and handling cash.
• Good decision-making and calmness under pressure.
• The ability to be resilient, assertive and remain professional in all situations.
• The ability to use your own initiative and work well in a team.
• The skills to evaluate and interpret information and make appropriate decisions.
• You don’t need railway experience to do this role. We’re looking for people from all backgrounds to join our team.

To ensure continuity and an effective delivery of service, successful candidates will be required to commit to a minimum 14-month period in role after achieving competence. This also includes existing colleagues who move by internal promotions and transfers. This time allows our future colleagues to support personal career development by allowing time to build strong knowledge and expertise.

Benefits

• Salary - £41,794 per annum + benefits.
• A defined benefit pension from day 1 – one of the best in the UK.
• Free travel on all London Northwestern and West Midlands Railway services for you, your spouse/partner, and dependents.
• 75% off all other train operating companies for you, your spouse/partner, and dependents.
• 8 Friends and Family Day passes to gift per annum on our network.
• A 24/7 Virtual GP service for you and your household.
• Our Employee Assistance Programme (EAP) - A confidential employee benefit that supports you with personal or work-related issues affecting your home life, work life, health, or wellbeing.
• Our cycle to work scheme with Evans Cycles.
• A retail discount portal - offering savings, discounts and cashback at over 800 retailers and restaurants.

Applications will be considered from colleagues with 6 months experience in current role and a full check of absence and disciplinary records. We reserve the right to withdraw this advert at any time due to high volumes of applications (please submit your application as early as possible to avoid disappointment). As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.