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First Bus has a fantastic opportunity for a Revenue Protection Manager to join our Scotland team on a full-time permanent basis. You will be based at either our Glasgow or Aberdeen depots.
Reporting to the National Revenue Protection Manager, the successful candidate will play a central role in maintaining a vital service in the Scottish community.
You will manage your local team to uphold the high standards of First Bus, especially when dealing face-to-face with customers.
The role requires flexible working hours, including early and late shifts, weekends, and bank holidays.
You will need to travel across the Scotland bus network, with occasional travel to other areas within the Business Unit.
The Day to Day
* Manage a small team of revenue protection officers across the local business unit.
* Protect revenue and ensure fare-paying passengers are treated fairly.
* Ensure drivers issue appropriately priced tickets and passengers possess valid tickets or passes.
* Withdraw fraudulently used passes or tickets and complete necessary paperwork.
* Record bus boardings and ticket checks accurately, reporting irregularities.
* Interact professionally and courteously with passengers and drivers, offering assistance when needed.
* Provide excellent customer service on buses, on street, and at stations/interchanges.
* Issue notices to passengers without valid tickets or passes.
* Coordinate with Depot Managers, Police, and external stakeholders as needed.
* Perform additional duties as assigned by the Revenue Protection Manager.
* Maintain a friendly, calm, and professional demeanor in all duties.
We'd Love You to Bring
* Strong numerical skills
* Excellent written and spoken English
* Good time management
* Ability to work independently
* Experience working in a small, effective team
* Proficiency in Microsoft Office and Android apps
* Customer-facing experience
* Ability to handle stressful situations calmly and professionally
* Flexible working approach
* Previous supervisory experience
* Knowledge of the Scotland bus network
* Ability to generate and implement new ideas and take ownership
* Experience in report writing and submission
* Experience managing confrontations
* Ability to analyze data and identify fraud hotspots
Benefits include:
* First Xclusives discount scheme with over 3,000 offers
* Free bus travel for you and your family
* £6 all-day train travel for you and your family on various rail services
* 25 days' holiday plus bank holidays
* Pension scheme and options to buy discounted First Group shares
We prioritize physical and mental wellbeing at First Bus, offering health initiatives and 24/7 Employee Assistance Program.
We value diversity and aim to be an inclusive employer. Applications from all backgrounds are welcome.
Background checks will be part of our recruitment process.
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