Job Title: Revenue Protection Inspector
Reports to: Head of Operations – East of England
Location: Based from either Chelmsford or Norwich Depot
Purpose of the Role
To provide a highly visible presence across the First East of England Buses network. To demonstrate a `can do` attitude, strong customer focus, excellent customer service skills and be the `face` of First Bus, always putting the customer first. To carry out revenue protection duties with the aim of reducing ticketless travel, fare evasion and internal fraud.
Main Duties
1. To provide excellent customer service both on buses, on street and at bus stations / interchanges
2. To provide assistance as necessary to both passengers and drivers
3. To protect our revenue and ensure that all our fare paying passengers are fairly treated
4. To ensure that drivers are issuing appropriately priced tickets and that customers travelling on buses are in possession of a valid ticket or pass
5. To issue a £50 standard fare notice to passengers not found in possession of a valid ticket or pass
6. To withdraw fraudulently used passes or tickets from passengers and complete appropriate withdrawal paperwork
7. To interact with both passengers and drivers in a friendly, calm and professional manner
8. To accurately record details of all buses boarded and ticket checks carried out and to report irregularities found
9. To liaise with Depot Managers, Police and external stakeholders as necessary
10. To undertake any additional duties as requested by the Revenue Protection Manager.
Working Conditions
11. Requirement to work flexible, rostered shifts that will include early and late finishes along with weekend and bank holiday working
12. Requirement to travel to all locations across the First Eastern Counties Buses network
Health and safety responsibilities
13. To always take care of your own health and safety and the safety of others by complying with the First Bus health and safety policy
14. To immediately put a stop to any unsafe act or practice you may witness whilst undertaking your duties
15. To report any accidents, incidents or near misses to a responsible Manager at the first opportunity
Company Responsibilities
16. Requirement to wear the appropriate company uniform
17. To keep all personal issue equipment safe, clean and in full working order and ensure all equipment needed to undertake your duties is always carried with you
18. To adhere to the revenue protection standard operating procedure along with all First Bus policies
19. To undertake any training and development activities needed to fulfil your role or at the request of the Revenue Protection Manager
20. To undertake your duties in a friendly, calm and professional manner
21. Ability to build and retain an exceptional working knowledge of all ticket types and Local Authority concession travel arrangements
22. Requirement to work with external stakeholders, Police, and other revenue teams
23. To undertake any additional duties, within your competency, at the request of a manager.
24. To undertake duties also in the whole of First East of England area as required.
Behaviours
25. Honest and trustworthy
26. Engaging and empowering
27. Strong team player
28. Friendly and willing to engage with customers and external stakeholders
29. Aspire to great performance
30. Professional and `can do` attitude
Experience and Skills
Essential –
31. Good numerical skills
32. Excellent understanding of written and spoken English
33. Time management / ability to work on own initiative
34. Experience in working within a small, effective team
35. Experience in working in a supervisory or similar role
36. Good knowledge of Microsoft Office and android mobile apps
37. Proven experience of working in a customer facing environment
38. Ability to work in stressful situations maintaining a calm and professional approach
39. Flexible approach to working pattens
40. Excellent communication skills
Desirable –
41. Previous revenue protection experience
42. Knowledge of First East of England bus network
43. Ability to create and embed new ideas and take ownership for that action
44. Experience of writing and submitting reports
45. Experience in dealing with confrontation
Rewards & Benefits
46. Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advise. Our EAP provision offers 24hr, 365 days a year mental health support
47. We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
48. Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
49. Cycle to work scheme
50. 25 days' holiday + bank holidays
51. Pension scheme and chance to buy discounted First Group shares
52. Enhanced maternity / paternity pay
53. Flexible working
We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.