Revenue Protection Officer

PAY RATE:

£16.95 per hour

HOURS:

37.5 hrs per week rolling roster of earlies, lates and weekends.

THE ROLE:

Your role is to provide excellent customer service to all passengers and the protection of revenue and reduction of fare evasion.You will be required to: To always act as ambassadors for Amulet, provide customer care support to passengers when not completing revenue duties, provide high profile visible static revenue protection duties at stations, roaming revenue protection on trains and support on BTP policing Initiatives.

RESPONSIBILITIES:

• Complete all tasks with the customer in mind.
• Always communicate in a polite and professional manner.
• Provide excellent customer service to passengers by assisting with ticketing enquiries, directions and assist passengers with ticket vending machine enquiries.
• Address Mental Health Crisis incidents and safeguard any vulnerable people.
• Carry out checks at static locations and on trains as directed by the client and line manager.
• Check tickets and issue Penalty Fares or Irregularity Reports to fare evaders following regulations and best practices.
• Conduct interviews with customers in strict compliance with revenue directive.
• Submit all relevant statements and reports for processing.
• Process all fare evaders in a fair and professional manner.
• Ensure all of the provided training is adhered to at all times.
• Adhere to all Data Protection and Privacy regulations when collecting and processing personal information.
• Attend work in full regulation uniform and PPE (including BWV and body armour).
• Attend assigned revenue deployments at specified times and complete customer services and revenue protection duties as directed.
• Liaise with the emergency services and record accurate log, incident, collar and crime numbers where appropriate.
• To complete all necessary paperwork in accordance with contractual obligations.
• To provide an accurate and polite information source to the members of the public.
• To carry out any reasonable request by client or Team Leader/Manager.
• Take part in revenue protection deployments including station blockades, on train support or “push back” exercises.
• To produce concise but detailed reports on all relevant incidents.
• To liaise effectively with any outside contractors/ stakeholders / emergency services to ensure minimal disruption at the train station.
• To follow, promote and deliver Health and Safety procedures, emergency evacuation procedures/policy and instructions at ALL appropriate times.
• Be well versed with station layout and the location of the emergency equipment.
• Maintain Personal Protective Equipment (PPE) to appropriate standards and wear such PPE necessary to undertake duties.
• Ensuring understanding and demonstrable implementation of the company Values:
• Always do right
• Always seek better
• Always put people first
• Be proactive
• We listen

SKILLS:

• An appetite for achieving and maintaining the highest standards.
• Ability to read and write English, with a good level of spoken English.
• An ability to use Microsoft applications/software and ability to be trained on other in-house software.
• Excellent written and verbal communication.
• Conflict management and de-escalation skills.
• Professionalism.
• Customer Focus.
• An ability to work as part of a team.
• Ability to communicate and work effectively with customers, employees, and teams at all levels.
• Must be always smart in appearance and wear the supplied uniform at the standards required.
• Able to handle moderate pressure.
• To carry out other related duties as required in keeping with the grade and purpose.

LICENCE REQUIREMENTS:

• You must have a current SIA Door Supervisor Licence.

INTERVIEW REQUIREMENTS:

• Eligibility documents needed at interview: Passport or Full Birth Certificate; Utility Bill showing current address and dated within 3 months; Proof of National Insurance (Payslips cannot be used) such as NI card, P45, P60, benefits or HMRC letter.

JOB REQUIREMENTS:

• You must be able to provide a checkable 5-year employment and address history for vetting purposes (this can include full-time education or periods when claiming benefits).

BENEFITS:

• We are employee-owned, making you a beneficiary of our future success
• Up to 28 days paid holiday (accrued & pro-rata) including bank holidays.
• Enrolment in NEST pension scheme.
• Training and development opportunities.
• Enrolment in Wagestream app enables you to draw down up to 40% of your pay before your regular pay day, a great aid to budgeting.
• Excellent service, doing the right thing and outstanding acts can be recognised and rewarded through our On-the-Spot Award scheme with a gift card plus potential submission to the Amulets awards.
• Full company uniform

OUR COMMITMENT TO EQUALITY, DIVERSITY AND INCLUSION:

We are proud to be an inclusive, equal opportunity employer and seek to attract, develop, and retain the best people from the widest possible talent pool. We’re committed to ensuring that all candidates are treated fairly, and with respect and dignity throughout the recruitment process.