Revenue Protection Inspector

5 months ago

Norwich, United Kingdom First Bus Full time

**Job Title: Revenue Protection Inspector**

**Reports to: Head of Operations - East of England**

**Location: Based from either Chelmsford or Norwich Depot**

**Purpose of the Role**

To provide a highly visible presence across the First East of England Buses 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. To carry out revenue protection duties with the aim of reducing ticketless travel, fare evasion and internal fraud.

**Main Duties**
- To provide excellent customer service both on buses, on street and at bus stations / interchanges
- To provide assistance as necessary to both passengers and drivers
- 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 issue a £50 standard fare notice to passengers not found in possession of a valid ticket or pass
- To withdraw fraudulently used passes or tickets from passengers and complete appropriate withdrawal paperwork
- To interact with both passengers and drivers in a friendly, calm and professional manner
- To accurately record details of all buses boarded and ticket checks carried out and to report irregularities found
- To liaise with Depot Managers, Police and external stakeholders as necessary
- To undertake any additional duties as requested by the Revenue Protection Manager.

**Working Conditions**
- Requirement to work flexible, rostered shifts that will include early and late finishes along with weekend and bank holiday working
- Requirement to travel to all locations across the First Eastern Counties Buses network

**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

**Company Responsibilities**
- 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
- 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
- To undertake your duties in a friendly, calm and professional manner
- 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
- To undertake any additional duties, within your competency, at the request of a manager.
- To undertake duties also in the whole of First East of England area as required.

**Behaviours**
- Honest and trustworthy
- Engaging and empowering
- Strong team player
- Friendly and willing to engage with customers and external stakeholders
- Aspire to great performance
- Professional and 'can do' attitude

**Experience and Skills**
- Essential - _
- Good 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
- Experience in working in a supervisory or similar role
- 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 experience
- Knowledge of First East of England bus network
- Ability to create and embed new ideas and take ownership for that action
- Experience of writing and submitting reports
- Experience in dealing with confrontation

**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

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