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Job profile for Customer & Revenue Operations Manager
Customer & Revenue Operations Manager
location_on Cardiff Central 20/05/2025 Customer & Revenue Operations Manager Apply online
The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.
Job details
Salary £48,000 - £53,000 Contractual hours 37 Basis Full time Region South Wales Package 33 Days holiday (including bank holidays), Railway Pension Scheme, Free Rail Travel across TFW, Employee Assistance Programme (EAP) Job category/type Stations Date posted 06/05/2025 Job reference REC002583 Attachments attachment Customer & Revenue Operations Manager - JD.pdf
Job description
Equal Opportunities
At Transport for Wales we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone’s different and has their own perspective so we’re building a diverse team that mirrors the communities we serve. Through this we’re determined to be one of Wales' leading inclusive employers. We’re creating an inclusive transport network that everyone in Wales can be proud of.
Who we are
At Transport for Wales, we’re on a mission to transform transport in Wales and make it fit for the future, whether that’s rail, bus, walking or cycling. We want to inspire a nation to change the way it travels, so that we all travel more sustainably and help to combat the climate emergency we’re all facing.
We’re an open and inclusive place to work, where everyone is welcome and our people are supported to reach their full potential. We want to create an environment where our people can grow and succeed. This is key to enabling us to deliver on the promises we’ve made to the people of Wales to build a sustainable transport network that meets their needs.
Role responsibilities
The Customer & Revenue Operations Manager is a brand-new role within TFW. The purpose of the role is to provide strategic and operational support to the Head of Customer Operations, supporting key areas of front-line Customer delivery team, specifically Revenue Protection. This is the first role of it’s kind and will be varied, challenging but equally rewarding and exciting!
The Customer Operations team are responsible for the delivery of over 200 events a year across our network, including over 15 in the Principality Stadium alone, drawing crowds in excess of 50,000 into our Capital City. We protect our Revenue by deploying teams at key locations to deter ticketless travel and ensure our network is protected against fare evasion wherever possible.
We’re looking for someone who has experience of leadership, a strong background in data analysis with a desire to drive change and improve existing processes and systems, share ideas and be creative. You’ll be multi skilled with experience in a fast paced data driven environment, with design skills for presentations and reporting, including the ability process and analyse information, develop strategies and articulate results into report and presentation formats. As standard, you will support the team to deliver exceptional customer service at all times, on location in all weathers and times of year, whilst providing a safe, welcoming environment for all of our customers.
Responsibilities to include but are not limited to the following.
* Analyse large amounts of complex detailed data to produce reports and use data to help make decisions and identify trends.
* Maintain and develop data driven dashboards using Power BI and other tools
* Be confident in presenting findings to audiences both in person and via virtual channels with an open mind to challenge.
* Help develop, support and implement optimisation strategies. Aid and assist in the integration of new initiatives and activities.
* Provide data driven oversight to the team, supporting a growing a team of expert representatives.
* Provide strategic direction in support of critical initiatives and goals.
* Partner with finance team to assist with budgeting, forecasting and strategic planning.
* Use Data, industry initiatives and best practice to protect revenue by reducing levels of ticketless travel.
* Support Revenue Protection exercises at stations and on board during special events and during planned disruption, including crowd control and ticket sales.
* Be confident and able to attend stakeholder meetings including Trade Unions, other Train Operating Companies and Bus Operating Companies and other internal / external partners ensuring bidirectional communications on all risks, strategies and intelligence
Skills and Experience
* Experience of working in a similar role/industry
* Demonstrate strong analytical problem-solving skills
* Excellent communications and presentation skills
* Proficient with Power BI, Microsoft Office, particularly Excel and PowerPoint
* Knowledge of commercial contracts, Revenue Operations, cash handling regulations, Freedom of Information requests and General Data Protection Regulations (GDPR)
* Comfortable and competent performing workflow and other analysis assessments
It is essential that you understand that this role requires you to be predominantly office based and that on occasions, you’ll be expected to work unsociable hours including evenings, weekends. This role also carries an on-call responsibility so a clean driving license and flexibility is essential.
Welsh Language Skills
The ability to speak/write Welsh would make a great addition to your application, but it is not essential for this role.
Transport for Wales supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve and maintain their Welsh Language skills. We fully support our people who want to improve their Welsh language skills, and personal development for Welsh Language skills are offered in a variety of ways such as online learning, classroom courses and funding attendance at local community courses.
Next steps
Does this role sound like the opportunity you are looking for? Do you want to find out more? See attached Job Description for further details.
TFW is a Disability Confident employer. We are happy to discuss any reasonable adjustments you may need in the recruitment process or as part of the role if you are successful.
This advert will close at midnight on the day of the application closing date stated above. We do encourage you to submit your application as early as possible.
Please note, we reserve the right to close this vacancy early if we receive sufficient applications.
Customer & Revenue Operations Manager Apply online #J-18808-Ljbffr