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 from either one of our Glasgow depots or our Aberdeen depot.
Reporting to theNational Revenue Protection Manager, the successful candidate will play a central role in improving and maintaining a service that forms a vital part in the Scottish community.
You will manage your local team to strive to uphold the high standards of First Bus at all times but particularly when dealing with our customers face to face.
Requirement to work flexibly as role includes both early and late finishes along with weekend and bank holiday shifts.
You will also be required to travel to all locations across the Scotland bus network. Occasional travel to other areas within the Business Unit may also be required.
The Day to Day
1. Undertake day to day management of a small team of revenue protection officers across the local business unit.
2. Protect our revenue and ensure that all our fare paying passengers are fairly treated.
3. Ensure that drivers are issuing appropriately priced tickets and that customers travelling on buses are in possession of a valid ticket or pass.
4. Withdraw fraudulently used passes or tickets from passengers and complete appropriate withdrawal paperwork.
5. Accurately record details of all buses boarded and ticket checks carried out and to report irregularities found
6. Interact with both passengers and drivers in a friendly, calm and professional manner, offering assistance when required
7. Provide excellent customer service both on buses, on street and at bus stations / interchanges
8. Issue the appropriate notices to passengers found without possession of a valid ticket or pass
9. Liaise with Depot Managers, Police and external stakeholders as necessary
10. Undertake any additional duties as requested by the Revenue Protection Manager.
11. Undertake your duties in a friendly, calm and professional manner
We'd Love You to Bring
Essential:
12. Excellent numerical skills
13. Excellent understanding of written and spoken English
14. Time management
15. Ability to work on own initiative
16. Experience in working within a small, effective team
17. Good knowledge of Microsoft Office and Android mobile apps
18. Proven experience of working in a customer facing environment
19. Ability to work in stressful situations maintaining a calm and professional approach
20. Flexible approach to working pattens
21. Excellent communication skills
Desirable:
22. Previous revenue protection experience
23. Previous supervisory experience
24. Knowledge of Scotland bus network
25. Ability to create and embed new ideas and take ownership for that action.
26. Experience of writing and submitting reports
27. Experience in confrontation management.
28. Ability to interpret data and understand fraud hotspots.
Benefits
29. First Xclusives discount scheme: You and your family & friends can benefit from over 3,000 offers on high street & leisure brands
30. Free travel on our buses for you and your family
31. £6 all-day train travel for you and your family on Great Western Railway, South Western Railway, Avanti, Hull Trains
32. Cycle to work scheme
33. 25 days' holiday + bank holidays
34. Pension scheme and chance to buy discounted First Group shares
35. 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.
Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.
Applicants are advised that background checks will be conducted as a standard part of our recruitment process.