Revenue Protection Officer ( 12 hours per week)

• 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 behaviour 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