Revenue Protection Officer (12 hours part time)

• 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.
  

• 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 behavior across the Thames Clippers service network. Excluding passengers
  when necessary.
  
• Collecting contact details of fare evaders and working closely with 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

• 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.
  
• Attention to detail.
  

• To have attended a data protection course
  
• SIA Licenses