Job Title:            Revenue Protection Officer

Reports to:        Revenue Protection Manager

Location:            Glasgow  

Salary:                 £25000

Purpose of the Role

You will play a central role in improving and maintaining a service that forms a vital part in the Scottish community. The role of the RPO includes carrying out thorough, detailed investigation work to ensure minimal financial losses to the Company and to support the Revenue Protection Manager carry out various revenue protection duties with the aim of reducing ticketless travel, fare evasion and internal fraud.

You will strive to uphold the high standards of First Bus at all times but particularly when dealing with our customers face to face.

You are required to be a highly visible presence across the Scottish bus 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.

Requirement to work flexibly as role includes both early and late finishes along with weekend and bank holiday shifts.

Requirement to travel to all locations across the Scottish bus network.

Key Accountabilities

• To protect our revenue and ensure that all our fare paying passengers are fairly treated
• To ensure that drivers are issuing appropriately priced tickets and that customers travelling on buses are in possession of a valid ticket or pass
• To withdraw fraudulently used passes or tickets from passengers and complete appropriate withdrawal paperwork
• To accurately record details of all buses boarded and ticket checks carried out and to report irregularities found
• To interact with both passengers and drivers in a friendly, calm and professional manner, offering assistance when required
• To provide excellent customer service both on buses, on street and at bus stations / interchanges
• To issue the appropriate notices to passengers found without possession of a valid ticket or pass
• To liaise with Depot Managers, Police and external stakeholders as necessary
• To undertake any additional duties as requested by the Revenue Protection Manager.
• To undertake your duties in a friendly, calm and professional manner

Company Responsibilities

• To adhere to the revenue protection standard operating procedure along with all First Bus policies
• To undertake any training and development activities needed to fulfil your role or at the request of the Revenue Protection Manager
• Ability to build and retain an exceptional working knowledge of all ticket types and Local Authority concession travel arrangements
• Requirement to work with external stakeholders, Police and other revenue teams

Health and safety responsibilities

• 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
• To immediately put a stop to any unsafe act or practice you may witness whilst undertaking your duties
• To report any accidents, incidents or near misses to a responsible Manager at the first opportunity
• Requirement to wear the appropriate company uniform
• 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

Skills

Essential:

• Excellent numerical skills
• Excellent understanding of written and spoken English
• Time management
• Ability to work on own initiative
• Experience in working within a small, effective team
• Good knowledge of Microsoft Office and Android mobile apps
• Proven experience of working in a customer facing environment
• Ability to work in stressful situations maintaining a calm and professional approach
• Flexible approach to working pattens
• Excellent communication skills

Desirable:

• Previous revenue protection
• Ability to create and embed new ideas and take ownership for that action
• Experience of writing and submitting reports
• Experience in confrontation management

Rewards & Benefits

• 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
• We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
• 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
• Cycle to work scheme
• 25 days' holiday + bank holidays
• Pension scheme and chance to buy discounted First Group shares
• Enhanced maternity / paternity pay
• 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.

Please apply now. We look forward to receiving your application.

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.